500+ Genesys Interview Questions and Answers in 2026
Introduction
If you plan on preparing for Genesys interview questions in 2026, this mega guide will help you understand exactly what to study and how to prepare. It covers all major areas including Genesys Cloud CX, Engage, Architect, Routing, IVR, SIP, CTI, and Platform Support Operations. After studying feedback from hundreds of experienced professionals who reviewed and tested our content, we compiled 500 Genesys interview questions and their detailed answers through extensive research and continuous updates. We analyzed patterns from the top 500 IT companies, global IT leaders, major telecom organizations, BPO giants, banking enterprises, captive centers, and several multinational companies. Every question set was cross-examined to identify which industries were leading in Genesys adoption and what skills employers value the most. Modern organizations are rapidly deploying omnichannel contact center solutions, and candidates must be confident, knowledgeable, and equipped to handle both foundational and advanced troubleshooting scenarios. All major support and engineering roles are covered, including Genesys Advanced CX Engineer, Engage Administrator, Solution Consultant, Routing Specialist, Support Engineer, Architect, and mentor-level positions. This guide is built strictly around real-world challenges and the types of questions interviewers rely on to evaluate technical depth and problem-solving skill.
We have also included India-specific industry domains such as telecom KPOs, BFSI ecosystems, enterprise BPOs, and global customer experience delivery centers, ensuring that your preparation aligns perfectly with the expectations of companies in 2026.
If you need structured learning, expert supervision, hands-on practice, or role-oriented CX training, you can also explore PVN Globe (https://www.pvnglobe.com/), which provides specialized programs for Genesys technologies. With this comprehensive 2026 interview guide, you can accelerate your learning, sharpen your troubleshooting skills, and confidently excel in even the toughest MNC interviews across India.
BASIC GENESYS INTERVIEW QUESTIONS (50 Detailed Q&A)
1. What is Genesys?
Genesys is a leading Customer Experience (CX) platform that supports voice, chat, email, social media, and digital interactions. It offers powerful tools such as IVR, routing, CTI, analytics, and AI-based automation across Cloud CX and Engage platforms.
2. What is the difference between Genesys Cloud CX and Genesys Engage?
Genesys Cloud CX
SaaS platform
Fast deployment
Automatic upgrades
Modern routing, AI, IVR, bots
Genesys Engage
On-premise / private cloud
Fully customizable
Large enterprise use cases
3. What is a contact center in Genesys?
A contact center handles customer interactions—voice, chat, email, WhatsApp, and social—in a unified system with queues, routing strategies, IVR, and agent desktops.
4. What is a DN (Directory Number)?
DN represents extensions, routing points, agent phones, or queue numbers used by Genesys components.
5. What is a Routing Point?
A virtual point where inbound calls land before routing strategies begin execution.
6. What is an ACD Queue?
A queue where customer interactions wait until qualified agents become available.
7. What is a Skill in Genesys?
A skill defines an agent’s capability such as language, product support, or technical expertise. Routing uses skills to choose the best agent.
8. What is DNIS?
DNIS identifies the number the customer dialed and helps select the correct IVR flow or routing strategy.
9. What is ANI?
ANI is the caller’s phone number used for authentication or CRM lookups.
10. What is SIP in Genesys?
SIP (Session Initiation Protocol) handles signaling and call control—INVITE, ACK, BYE, HOLD, TRANSFER.
11. What is SIP Server?
SIP Server manages SIP signaling, call routing, and media negotiation.
12. What is a Media Server?
Media Server handles IVR audio prompts, recording, announcements, and DTMF.
13. What is an Agent State?
States like:
Ready
Not Ready
Busy
After Call Work
Logout
These states affect routing decisions.
14. What is an Interaction?
Any customer connection such as call, chat, WhatsApp, email, or callback.
15. What is an IVR?
IVR provides automated menu options using prerecorded prompts and DTMF input.
16. What is Architect in Genesys Cloud CX?
Architect is a drag-and-drop IVR and digital flow builder used to create menus, decision logic, and routing flows.
17. What are Data Actions?
Data Actions connect Architect to external systems (CRM, databases, APIs) using REST.
18. What are Queues in Genesys?
Queues hold interactions and have settings such as skills, priorities, SLAs, and overflow rules.
19. What is Skill-Based Routing?
Matching customers to agents based on skills like “Hindi”, “Billing”, or “Technical Support”.
20. What is Priority Routing?
High-priority customers (VIPs) are served before others.
21. What is Wrap-Up?
Time given to agents after a call to record notes or select wrap-up codes.
22. What are Wrap-Up Codes?
Codes that describe the interaction outcome like “Payment completed”, “Complaint registered”.
23. What is an Agent Login Flow?
Login → Select queue → Configure softphone → Set status to Available → Receive calls.
24. What is CTI?
CTI integrates telephony with CRMs enabling screen pop, click-to-dial, and automated workflows.
25. What is a Screen Pop?
A feature that displays customer details automatically when the call arrives.
26. What is a Softphone?
A software-based phone used to make/receive calls via computer instead of physical phone.
27. What is UUI?
User-to-User Information passed inside SIP messages carrying IVR data to the agent.
28. What is a Call Flow?
The end-to-end journey of a call from entry → IVR → Routing → Queue → Agent.
29. What is a Flow Variable?
Temporary storage inside IVR flow for values like language, phone number, customer ID.
30. What is ACW?
After Call Work — post-call time used for CRM updates.
31. What is SLA?
Percentage of calls answered within a specified time (e.g., 80% in 20 seconds).
32. What is a Callback?
Allows customers to request a return call instead of waiting in queue.
33. What is Call Recording?
Capturing voice conversations for QA, compliance, and audits.
34. What is QoS?
Network prioritization ensuring high-quality voice communication.
35. What is Packet Loss?
Dropped packets causing distorted or broken audio.
36. What is Jitter?
Delay variation causing inconsistent audio.
37. What is Codec?
Audio format:
G.711
G.729
Opus
38. What is VDN?
Vector Directory Number used in legacy telephony, mapped to Genesys routing points.
39. What is Agent Utilization?
Percentage of time agents actively handle interactions versus idle time.
40. What is Overflow Routing?
Redirecting calls to another queue/team when main queue is overloaded.
41. What is Blind Transfer?
Transfer without consulting the receiving agent.
42. What is Consult Transfer?
Consult with next agent before transferring.
43. What is Call Hold?
Temporary pause in conversation while the agent gathers details.
44. What is a Voice Bot?
AI-driven system handling voice queries through NLP.
45. What is Workforce Management?
Tools for forecasting call volume and scheduling agents.
46. What is Real-Time Monitoring?
Supervisors view agent activity, queue load, and SLA.
47. What is Agent Whispering?
Supervisor whispers advice to agent without customer hearing.
48. What is Interaction Recording?
Captures entire call + optional screen recording for QA.
49. What is an Evaluation Form?
QA assessment sheet for rating agent performance.
50. What is an Abandoned Call?
A call dropped by the customer before being answered by an agent.
GENESYS CLOUD CX INTERVIEW QUESTIONS (50 Detailed Q&A)
51. What is Genesys Cloud CX?
Genesys Cloud CX is a fully cloud-native SaaS platform for voice, chat, email, messaging, bots, workforce management, and routing. It is built on microservices architecture and offers quick deployment, high scalability, continuous upgrades, and seamless integration options through APIs.
52. What makes Genesys Cloud CX different from Engage?
Cloud CX runs on the public cloud (AWS), while Engage runs on-premise.
Cloud CX receives weekly updates without downtime.
Engage requires dedicated infrastructure and complex maintenance.
Cloud CX provides built-in AI, analytics, and digital channels.
53. What is Architect in Genesys Cloud?
Architect is the visual designer used to create inbound call flows, chat flows, bot flows, and digital routing logic using a drag-and-drop interface.
54. What are the main types of Architect flows?
Inbound Call Flow
Inbound Email Flow
Inbound Chat / Messaging Flow
Bot Flow
Common Module
Secure Flow
Survey Flow
55. What is a Data Action?
Data Actions define how Architect flows connect with external systems using REST APIs. They are used for:
Customer lookup
CRM updates
OTP verification
Payment validation
Status checking
56. What is Flow Trigger?
A flow trigger is an event that automatically starts specific Architect workflows based on system or user activities.
57. What channels are supported in Genesys Cloud CX?
Voice, chat, email, SMS, WhatsApp, Facebook Messenger, Instagram, LINE, Twitter, and web messaging.
58. What is an Interaction in Cloud CX?
Any customer engagement such as a call, message, email, or bot conversation.
59. What is ACD Routing in Cloud CX?
ACD (Automatic Call Distribution) routes interactions to the best-qualified agent based on skills, proficiency, routing rules, preferred agent, or priority.
60. What is a Queue in Cloud CX?
Queues store and manage customer interactions before they reach an agent. They can have skills, ranking, priority, and SLA settings.
61. What is the purpose of a User Prompt?
User Prompts are audio files used in Architect flows for announcements, menus, confirmation messages, and error prompts.
62. What is a TTS (Text-to-Speech) prompt?
TTS converts text into voice dynamically and is used in flows for flexible announcements.
63. What is BYOC (Bring Your Own Carrier)?
BYOC allows organizations to integrate their existing telephony carrier with Genesys Cloud CX using SIP trunks.
64. What is Edge in Genesys Cloud?
Genesys Cloud Edge is a telephony component that manages call handling, SIP trunking, audio processing, and connectivity between Genesys and carriers.
65. What are the two types of BYOC?
BYOC Cloud – Fully cloud-based trunking
BYOC Premises – Uses on-premise Edge devices
66. What is Agent Assist?
Agent Assist uses AI to provide real-time suggestions, transcripts, and recommended actions during interactions.
67. What is Genesys Cloud CX Speech & Text Analytics?
It analyzes conversations in real time to identify intent, sentiment, compliance issues, and agent performance metrics.
68. What is Predictive Routing?
AI-driven routing that connects customers to agents based on the highest probability of successful outcomes.
69. What is Workforce Management (WFM) in Cloud CX?
It manages forecasting, scheduling, staffing, intraday management, and agent adherence.
70. What is Workforce Engagement Management (WEM)?
A suite including:
Quality Management
Coaching
Learning
Speech & Text Analytics
Agents’ Gamification
71. What is a Schedule Group?
A schedule group defines business hours and holidays used in Architect flows.
72. What is a Common Module?
Reusable Architect flow section used in multiple flows, preventing duplication.
73. What is a Secure Flow?
A flow designed to collect sensitive data such as card numbers using Secure Pause or PCI-compliant input fields.
74. What is a Call Data Action?
A specific type of Data Action used by Architect to perform API calls during a voice flow.
75. What are Participant Data attributes?
Variables associated with an interaction—like customer ID, language, segment—used for routing or CRM updates.
76. What is Transfer to ACD?
Architect block that sends an interaction to a queue with skills, priority, and preferred agent options.
77. What is a Preferred Agent Routing?
Customers are routed to the same agent they interacted with previously for personalized service.
78. What is Agent Utilization?
Defines how many concurrent interactions agents can handle (e.g., multiple chats + one call).
79. What is Interaction Priority?
A number assigned to determine queue order—VIP customers get higher priority.
80. What is the difference between Skills and Languages?
Skills define agent capabilities (Billing, Tech Support), while Languages specify linguistic ability (English, Hindi, Tamil).
81. What is an Evaluation Form?
Used for scoring agent performance in call quality assessments.
82. What is a Recording Policy?
Defines rules for voice or screen recording for compliance or quality monitoring.
83. What is Architect Flow Debugging?
A tool that allows real-time flow testing, logging, and failure analysis.
84. What are Architect Error Conditions?
Built-in error outputs for handling:
System errors
API failures
No input
Invalid input
85. What is Conversation Detail JSON?
A detailed JSON log containing all events in an interaction from start to end.
86. What is Analytics Workspace?
A dashboard area showing KPIs, agent metrics, conversation trends, queue performance, and SLAs.
87. What is Dialog Engine Bot?
An AI bot for handling chat and voice conversations with NLP.
88. What is Knowledge Workbench?
A tool to create and manage articles used in bot responses and agent knowledge bases.
89. What is Intraday Monitoring?
A feature showing how staffing, call volume, and queue trends compare to forecasts in real-time.
90. What is a Wrap-Up Code in Cloud CX?
A label agents apply after interactions to categorize the purpose of the call.
91. What is Historical Reporting?
Reports analyzing interaction trends, handle time, agent performance, service levels, and routing performance.
92. What is Real-Time Reporting?
Live dashboards showing active calls, agent status, queue conditions, and alerts.
93. What is Expected Wait Time (EWT)?
Estimated time a customer will wait in a queue before reaching an agent.
94. What is the Function of User Roles?
Roles define permissions (view, edit, configure, admin) across Cloud CX.
95. What are Triggers and Alerts?
Notifications based on thresholds such as high wait time, low staffing, or queue overload.
96. What is CX Builder?
A tool to create custom UI widgets, integration panels, and agent assist components.
97. What is a Queue Alert Rule?
Custom rules that trigger alerts when queue thresholds are crossed.
98. What is Screen Recording?
Recording an agent’s desktop during interactions for auditing and quality checks.
99. What happens if an API call fails in a Data Action?
Architect handles failure with an error output, fallback logic, retry blocks, or alternative routing.
100. What is an External Contact?
A unified customer profile storing attributes like name, email, phone, preferences, and interaction history.
GENESYS FRAMEWORK INTERVIEW QUESTIONS (30 Detailed Q&A)
101. What is Genesys Framework?
Genesys Framework is the foundational layer of the Genesys Engage platform that provides configuration management, logging, security, message handling, and communication between Genesys components. It ensures all applications operate in a unified and consistent environment.
102. What are the core components of Genesys Framework?
Configuration Server
Message Server
Stat Server
Solution Control Server (SCS)
Log Database
Genesys Administrator (GA / GAX)
These components enable system structure, configuration storage, real-time event distribution, and statistics tracking.
103. What is Configuration Server?
Configuration Server stores all Genesys objects (agents, queues, skills, switches, routing points) and application settings in a central database. Other Genesys components retrieve configuration data from it.
104. What is CME (Configuration Manager Editor)?
CME is the GUI tool used by administrators to manage Genesys Engage configurations like users, skills, queues, routing strategies, DNs, and solutions. It communicates with Configuration Server.
105. What is Message Server?
Message Server is a publish/subscribe (pub-sub) communication bus that exchanges notifications and messages between Genesys components, such as agent state events, routing events, and queue updates.
106. What is Stat Server?
Stat Server calculates and provides real-time statistics like:
Agents ready/busy
Queue wait time
Abandoned calls
Service levels
Active interactions
Supervisory dashboards depend on Stat Server.
107. What is Solution Control Server (SCS)?
SCS manages the startup, shutdown, and monitoring of Genesys solutions. It provides component health status and ensures all applications launch in the correct sequence.
108. What is a Tenant in Genesys?
A Tenant is a logical division inside Genesys that isolates configuration for different business units. Useful for multi-department or multi-company deployments.
109. What is a Solution?
A predefined combination of Genesys applications such as routing, IVR, CTI, and reporting components that operate as a group.
110. What is the purpose of Genesys Log Database?
It stores application logs, interaction logs, and audit trails. Log analysis helps troubleshoot and identify issues.
111. What is GAX (Genesys Administrator Extension)?
GAX is a modern web-based interface used to manage Genesys applications, users, skills, routing strategies, and privilege assignments.
112. Differences between CME and GAX?
| Factor | CME | GAX |
|---|---|---|
| Interface | Desktop | Web-based |
| Modern Features | Limited | Advanced |
| Multi-tenancy | Supported | Enhanced |
| Usage | Legacy admins | Recommended for Engage 8.x |
113. What is a Host in Genesys Configuration?
A host defines the physical or virtual machine where Genesys applications run. It contains IP address, ports, and system-related settings.
114. What is a Switch in Genesys?
A switch is a representation of PBX/telephony platforms integrated with Genesys for call control. Examples: Avaya, Cisco, SIP Server.
115. What is Annex in Configuration Server?
Annexes store additional configuration information for objects, such as custom attributes or application-specific parameters.
116. What is an Application Object?
Represents any Genesys component (e.g., URS, SIP Server, T-Server). It includes connection settings, ports, and operational parameters.
117. What is a Place object?
A Place represents an agent workstation with associated DN(s). Agents log in to a Place to receive calls.
118. What is an Agent Group?
A collection of agents grouped by skill, department, language, or team for routing or reporting.
119. What is a Skill in Framework context?
A skill assigned to agents to enable skill-based routing. It includes skill proficiency, priorities, and category grouping.
120. What is a Virtual Queue?
A conceptual queue where interactions wait before routing. It allows routing logic without being tied to a physical DN.
121. What are the Database Tables used by Configuration Server?
Common tables include:
CFG_PERSON (agents)
CFG_DN (directory numbers)
CFG_SKILL
CFG_AGENT_GROUP
CFG_SWITCH
CFG_APPLICATION
122. What is LDAP Integration in Genesys?
Genesys Framework can authenticate users via LDAP/Active Directory, enabling centralized login and access control.
123. What is an Access Group?
Defines which users or teams can view or modify specific configuration objects in CME/GAX.
124. What is the purpose of Replication Server?
It synchronizes configuration data between multiple Configuration Servers for high availability.
125. What is a Deployment Package?
A bundle containing application configurations, installations, and version-controlled artifacts used to deploy Genesys components across servers.
126. What is Application Heartbeat?
Each application periodically sends heartbeat signals to SCS or monitoring tools to indicate healthy operation.
127. What is Object Locking in CME?
When an admin edits an object, it becomes locked to prevent conflicts with changes by other admins.
128. What is the role of Certificates in Genesys Framework?
Certificates are used for secure communication (TLS/SSL) between Genesys components.
129. What is a DBServer in Genesys?
DBServer provides database connectivity between Genesys applications and configuration/interaction databases.
130. What is Application Failover?
If a primary application (example: URS) fails, a backup application automatically takes over to maintain high availability.
GENESYS IVR & ARCHITECT INTERVIEW QUESTIONS (40 Detailed Q&A)
131. What is Genesys IVR?
Genesys IVR is an automated system that plays prompts, collects customer inputs, validates information, and routes calls based on logic. It helps reduce agent load, improves customer experience, and supports self-service.
132. What is Genesys Architect?
Genesys Architect is the cloud-based visual flow builder used to create inbound call flows, bot flows, digital workflows, and routing logic in Genesys Cloud CX. It uses drag-and-drop blocks for building IVR logic.
133. What types of flows can be created in Architect?
Inbound Call Flows
Inbound Chat/Messaging Flows
Survey Flows
Bot Flows
Common Modules
Secure Flows
Email Flows
134. What is a Play Audio block?
This block plays pre-recorded audio or TTS (Text-to-Speech) announcements inside the IVR before collecting input or making decisions.
135. What is a Collect Input block?
Used to capture DTMF (keypad) or speech input from callers, often for account verification, menu selection, or language preference.
136. What is a Decision block?
A branching block that evaluates conditions (IF/ELSE) to decide call flow direction. Example: route Hindi customers to a separate queue.
137. What is a Transfer to ACD block?
Used to route calls to specified queues with optional skill requirements, priority, preferred agents, and timeout settings.
138. What are Common Modules in Architect?
Reusable flow components containing logic (e.g., authentication, language selection) that can be used in multiple flows for consistency.
139. What is a Secure Flow?
Secure flows collect sensitive information such as credit card numbers. They mute audio recording and suppress agent visibility to maintain PCI compliance.
140. What is DTMF in IVR?
Dual-Tone Multi-Frequency tones generated when a user presses keys during an IVR call. Used for menu navigation and authentication.
141. What causes DTMF detection failure?
Codec mismatch (e.g., G.722)
Voice compression issues
Incorrect DTMF mode (RFC2833/SIP INFO)
Media server configuration issues
Trunk or carrier-level problems
142. What are Genesys Prompts?
Audio files (WAV/MP3) used in IVR menus, announcements, and confirmation messages. They can be uploaded, TTS-generated, or system-generated.
143. What is a Bot Flow in Architect?
A conversational IVR/chat flow that uses NLP, intents, entities, and dialog flows to handle customer queries without agent involvement.
144. What is an Intent in Genesys Bot?
Intent represents what the customer wants to do. Example:
Check balance
Track order
Book ticket
145. What are Entities in Bot Flows?
Entities extract values from user input like names, numbers, dates, locations, etc.
146. What is No Input handling?
When the caller does not respond, the IVR triggers a timeout path that may replay prompts, offer alternative options, or transfer to an agent.
147. What is Invalid Input handling?
When the caller presses incorrect keys or speaks unrecognized words, IVR handles it by replaying instructions or routing to an agent.
148. What is the Audio Connector in Architect?
Audio Connectors allow dynamic prompts, playing external media, or API-based text-to-speech audio.
149. What is Participant Data?
Variables stored within an interaction, such as:
Customer ID
Language preference
Route reason
Used for routing and agent screen pop.
150. What is the purpose of Data Actions in IVR?
To call external APIs/databases for:
Customer authentication
Ticket lookup
Order tracking
Status verification
151. What failures can occur in a Data Action?
Invalid URL
Certificate mismatch
Auth token failure
API timeout
Wrong request body/parameters
152. What is a Menu block?
Allows multi-level DTMF or speech-based navigation. Example:
Billing
Technical
New Connection
153. What is Call Flow Logging?
Architect logs show every IVR step executed, API result, error messages, routing decisions, helping easily troubleshoot IVR issues.
154. What is a Language Selection Flow?
A flow where callers select a preferred language which then routes them to the respective queue or prompt set.
155. What is an Account Verification Flow?
It uses Collect Input and Data Actions to validate customer identity before routing.
156. What is ANI Mapping?
Mapping caller phone number to customer identity, used in flows for personalized routing or fast authentication.
157. What is a Loop block in Architect?
Used to repeat actions such as playing prompts multiple times until a condition is met.
158. What is a Switch block?
Switch blocks branch logic based on multiple matching conditions—similar to switch/case in programming.
159. What is an End Flow block?
It ends IVR execution and may return control to the system or to a parent module.
160. What is an Audio File Format supported in Architect?
Common formats:
WAV
MP3
µ-law (8 kHz)
161. What is an IVR Timeout?
A condition triggered when callers do not press any key within a specified duration.
162. What is a Holiday Schedule in IVR?
Defines special routing behavior during holidays—commonly routing to voicemail, alternate teams, or after-hours flows.
163. What is a Business Hour Schedule?
Specifies open/close times. Architect uses it to decide whether a call routes to live agents or after-hours IVR.
164. What is TTS Engine in Architect?
Text-to-Speech engine that converts dynamic text into voice, useful for real-time notifications.
165. What is the Max Retries setting in IVR?
Defines the number of times the system attempts to collect valid input before routing the call to fallback options.
166. What is the role of Preferred Agent Routing in IVR?
If a customer interacted with a particular agent earlier, the flow can try to reconnect them to the same agent for continuity.
167. What is Skills-Based Routing via IVR?
Customer input (e.g., 1 for billing, 2 for tech) determines which skills the ACD should apply for agent selection.
168. What is Queue Position Announcement?
IVR informs callers about their position in queue and estimated wait time.
169. What is a Callback IVR Flow?
Allows customers to request a callback at a later time instead of waiting in queue.
170. What is a Whisper Tone?
A tone or brief audio played to agents before the call connects—used to indicate call type or queue source.
171. What is “User-to-Agent Data” mapping?
Mapping information collected in IVR to the agent desktop (screen pop).
172. What is an Error Handling Path?
Fallback logic for system failures like:
API failures
Data action errors
Missing audio files
Invalid configuration
173. What is an Architect Debug Mode?
Allows real-time flow visualization, path tracking, and error identification during testing.
174. What is a Version Control in Architect?
Each flow maintains versions. Admins can revert, compare, and restore previous flow logic.
175. What is an IVR Failover?
Backup flow or server takes over when primary IVR system fails, ensuring uninterrupted service.
ROUTING / URS GENESYS INTERVIEW QUESTIONS (60 Detailed Q&A)
176. What is URS (Universal Routing Server)?
URS is the routing engine in Genesys Engage responsible for evaluating business rules, skills, priorities, and queue conditions to direct interactions to the best available agent or destination.
177. What is the purpose of a Routing Strategy?
A routing strategy is a script written in IRD/Composer or statically defined rules that decide how calls or interactions should be routed based on skills, DNIS, customer type, or agent availability.
178. What languages can be used for Genesys routing strategies?
IRL (Interaction Routing Language)
Composer (Java-based) for workflows
G-Script (older implementations)
179. What is a Target Selection in URS?
URS evaluates eligible agents or queues based on skills, proficiency, priority, and availability to select the best target for routing.
180. What is Queue-Based Routing?
Routing that sends interactions to a fixed queue without skill evaluation.
181. What is Skill-Based Routing?
URS matches customer needs with agent skills. For example, a Hindi-speaking customer goes to Hindi-skilled agents.
182. What is Proficiency in Skills?
A numeric value (0–20) indicating the agent’s skill strength. Higher proficiency improves routing preference.
183. What is Agent Readiness?
Agents must be in Ready/Available state to receive interactions. URS uses this state to allocate calls.
184. What is Priority-Based Routing?
Interactions with higher priority are routed first, even if they arrive later. Used for VIP customers.
185. What is Business Rule Routing?
Routing based on custom rules such as:
Customer type
Call history
Balance status
Regional mapping
186. What is the IRD tool?
IRD (Interaction Routing Designer) is a GUI tool used to design URS routing strategies with business rules and logic.
187. What are Table Access Objects in IRD?
They allow external data (DB tables) to be used during routing. Example: checking customer category in SQL lookup.
188. What is a Routing Point in URS context?
A DN where URS receives interactions and executes routing logic.
189. What is the Attached Data (Key-Value Pairs)?
Information added to the interaction (like account number, intent) that can be used for routing or passed to agents.
190. What is Success Route in URS?
Indicates the destination (agent or queue) selected by URS for sending the interaction after evaluating rules.
191. What is Default Route?
Fallback routing when no rule matches or logic fails.
192. What is Treatment in URS?
An action like playing a prompt, hold audio, or a wait timer while routing is processed.
193. What is Routing Strategy Versioning?
Multiple versions of routing strategies exist; admins can activate or revert versions without downtime.
194. What is a Virtual Queue?
A non-physical queue used for routing logic before interactions are transferred to final ACD queues.
195. What is Agent Selection Strategy?
Determines which agent URS picks. Examples:
Most Idle Agent
Longest Waiting Customer
Best Skill Match
Highest Proficiency Agent
196. What is Load Balancing Routing?
Distributes calls equally among multiple queues or agent groups.
197. What is Time-Based Routing?
Routing changes based on business hours, weekdays, or holidays.
198. What is Region-Based Routing?
Routing based on customer’s geographic location or phone number prefix.
199. What is Conditional Routing?
Routing that evaluates IF/ELSE logic. Example:
IF language = Tamil → Tamil Queue.
200. What is IVR-to-Agent Data Transfer?
Data collected in IVR (UUI/ANI/inputs) is transferred to URS and then to the agent desktop for screen pop.
201. What is Queue Overflow Routing?
If queue service level drops or wait time increases, calls overflow to another queue/team.
202. What is Predictive Routing?
AI-based routing that predicts which agent has the highest probability of resolving the interaction successfully.
203. What is Agent Availability Check?
URS checks if agents are logged in, ready, and not on other calls before routing.
204. What is Interaction Reoffer?
When URS tries an agent but they don’t answer; it reoffers the call to another agent.
205. What is Wait Treatment?
Playing music on hold or announcements while URS evaluates routing.
206. What is Max Queue Time Routing?
If wait time exceeds a threshold, URS reroutes calls to alternate queues.
207. What is the purpose of Stat Server in Routing?
URS uses real-time stats (agent idle time, queue length, SLA, occupancy) to make smart routing decisions.
208. What is Multi-Skill Routing?
Routing that requires multiple skills. Example: English + Billing.
209. What is Routing Timeout?
If URS doesn’t find an agent within the timeout period, it invokes fallback routing.
210. What is Force-Login Routing?
Some setups automatically change agent status to ready when call arrives (not recommended for modern flows).
211. What is Predictive Dialing Routing?
Routing used in outbound campaigns that predicts when an agent becomes free and places calls accordingly.
212. What is Business Outcome Routing?
Routing based on expected business results (sales, conversions, compliance success).
213. What is a Routing Script Error?
Occurs when syntax errors or logic errors exist in IRD strategy; URS logs show error details.
214. What is Routing by Customer History?
Routing that uses past interaction data to decide best agent or queue.
215. What is Routing by Customer Segment?
Customers are grouped into segments like Gold/Silver/Platinum and routed with different priorities.
216. What is Overflow Threshold?
A value that defines when interactions should overflow to alternate queues.
217. What is Agent Penalty Routing?
Agents with lower proficiency may receive calls only after highly skilled agents are tried first.
218. What is Queue Depth?
Number of interactions currently waiting in queue.
219. What is Estimated Wait Time (EWT)?
Predicted wait time used to announce wait time or decide routing.
220. What is a Skill Expression?
Defines how skills are evaluated. Example:
skill English >= 10 AND skill Billing >= 5
221. What is Agent Scoring?
URS scores agents based on proximity to customer needs and selects the highest-scoring agent.
222. What is Routing by Intent?
Using IVR/NLU to identify customer intent and route accordingly.
223. What is External Routing?
Routing decisions made by an external system via API.
224. What is Agent Not Responding Scenario?
If agent does not pick the call, URS retries or selects another agent.
225. What is Preferred Agent Routing?
Customer routed to the same agent they spoke with previously.
226. What is Routing Loop Prevention?
URS uses checks to avoid sending calls repeatedly between queues.
227. What is Agent Utilization Routing?
Assigning more calls to under-utilized agents and fewer to busy ones.
228. What happens when URS cannot find any agent?
Fallback route executed:
Play treatment
Join overflow queue
Voicemail
Callback
Fail gracefully
229. What is a Routing Trace Log?
URS log file showing detailed routing logic, agent selection, rule evaluation, and interaction events.
230. What is Genesys Callback Routing?
Customer requests callback; URS routes callback interactions to agents similar to inbound calls.
GENESYS CTI INTERVIEW QUESTIONS (30 Detailed Q&A)
231. What is CTI in Genesys?
CTI (Computer Telephony Integration) connects telephony systems with desktop applications like CRM. It enables functions such as screen pop, click-to-dial, call control buttons, and agent state synchronization.
232. What is T-Server in Genesys?
T-Server (Telephony Server) links PBX or SIP Server with the Genesys environment. It handles call events, call control commands (answer, hold, transfer), and sends telephony notifications to desktops.
233. What is a Screen Pop?
Screen Pop displays customer details automatically on the agent’s screen during call arrival by passing ANI, UUI, or IVR data to the CRM.
234. What is UUI (User-to-User Information)?
UUI is metadata passed in SIP messages during IVR-to-Agent transfer.
Examples:
Account number
Customer category
Language selection
Case ID
235. What is DN Mapping?
DN Mapping links an agent’s extension (DN) with their desktop login, ensuring correct CTI events reach the correct user session.
236. What is an Agent Login Process in CTI?
Agent launches desktop (Workspace/Cloud CX).
Logs in using credentials.
Selects Place or station.
Enters Ready state to receive calls.
CTI then binds their extension to the agent object.
237. What events does CTI generate?
Ringing
Established
Held
Retrieved
Transferred
Released
Agent Ready/Not Ready
Wrap-Up
238. What is Enterprise Interaction Routing (EIR)?
In CTI context, EIR helps route interactions to agents across multiple sites or systems by sharing CTI event data.
239. What is CTI Middleware?
Software that sits between the PBX and the agent desktop to exchange call events and execute call controls.
240. What is Click-to-Dial?
A feature allowing agents to initiate calls by clicking on a phone number in CRM or desktop; CTI triggers SIP Server to place the call.
241. What is Genesys Workspace Desktop?
A CTI-enabled agent application that provides:
Call controls
Interaction history
CRM data
Screen pops
Multi-channel handling
242. What is Agent State Synchronization?
CTI ensures agent status is updated across systems:
Ready
Not Ready
Busy
After Call Work (ACW)
243. What is ANI-based CTI pop?
CTI uses ANI to fetch customer records from CRM and display them instantly to the agent.
244. What is CTI Softphone?
A software-based phone integrated inside the Genesys desktop using CTI, eliminating the need for physical desk phones.
245. What is CRM Integration in CTI?
CTI connects Genesys with CRM tools like Salesforce, SAP, Oracle, Zoho to display customer details, call context, ticket history, etc.
246. What is Interaction Workspace?
Genesys workspace for agents supporting multiple channels with CTI call controls and integrated CRM view.
247. What is Call Attached Data (CAD)?
Data passed between systems during a call, such as:
Customer ID
Intent
IVR inputs
Priority
Agents see CAD in their desktop.
248. What is Agent Whisper (CTI feature)?
A short message or tone played to agents via CTI before the call connects to indicate call type or source.
249. What is Consult Transfer?
Agent speaks to another agent before completing the transfer. CTI updates both participants’ states.
250. What is Blind Transfer?
Agent transfers call without talking to the next agent. CTI updates routing based on transfer command.
251. What is Agent Greeting?
Pre-recorded greeting played automatically when the call connects. CTI triggers greeting playback to save agent time.
252. What is CTI Heartbeat?
A periodic signal between CTI client and T-Server to verify that the connection is active.
253. What causes CTI events not to reach agent desktops?
T-Server down
Wrong DN/Place mapping
Network routing/firewall issues
Agent not logged in
Duplicate sessions
Misconfigured PBX integration
254. What is a CTI Event Log?
A log containing detailed call event information, including ringing, hold, conference, and release reasons used for troubleshooting.
255. What is Monitor Mode in CTI?
Supervisor can listen to live interactions without interfering, enabled through CTI event permissions.
256. What is Barge-In?
Supervisor joins an ongoing call where both agent and caller can hear them.
257. What is Predictive Dialing?
CTI-driven outbound mechanism predicting when agents will be free and dialing numbers automatically to maximize productivity.
258. What is Progressive Dialing?
CTI dialer places calls one-by-one as agents become available—safer and lower drop rate than predictive dialing.
259. What is Interaction History?
CTI stores past interaction records for an agent or customer, improving future service quality and routing.
260. What is CTI Failover?
If the primary T-Server fails, backup T-Server auto-connects to ensure uninterrupted CTI functionality.
SIP & MEDIA SERVER GENESYS INTERVIEW QUESTIONS (30 Detailed Q&A)
261. What is SIP in Genesys?
SIP (Session Initiation Protocol) is the signaling protocol used by Genesys for call setup, management, and termination. It handles INVITE, ACK, BYE, HOLD, TRANSFER, and RE-INVITE messages between endpoints.
262. What is the role of SIP Server in Genesys?
SIP Server handles SIP signaling, registers agents/devices, processes call routing, call transfers, conferences, and interacts with URS and Media Server for IVR and announcements.
263. What is a SIP Trunk?
A SIP Trunk is a virtual telephony line connecting Genesys to carriers, PSTN, or other SIP systems. It enables inbound and outbound calls via IP rather than traditional analog lines.
264. What is a Media Server in Genesys?
Media Server provides IVR capabilities:
Prompt playback
Recording
DTMF detection
Announcements
Conferencing
It works with SIP Server to deliver audio in call flows.
265. What is RTP?
RTP (Real-Time Transport Protocol) carries the actual voice audio packets between endpoints after SIP signaling establishes the session.
266. What codecs does Genesys commonly support?
G.711 (µ-law / A-law)
G.729
Opus (in Cloud CX)
G.722
267. What is the SIP INVITE message?
INVITE initiates a SIP call session, containing headers such as:
From
To
Contact
SDP
It defines codecs and media parameters.
268. What is SDP in SIP messages?
Session Description Protocol (SDP) negotiates…
Audio codecs
IP/Port
Media type
Encryption
SDP is part of INVITE/200 OK responses.
269. What causes one-way audio in SIP calls?
RTP blocked by firewall
Incorrect NAT settings
Wrong IP in SDP (private vs public)
Codec mismatch
Media server misconfiguration
270. What causes no audio at all?
Blocked RTP ports
Codec negotiation failed
Media server unreachable
Carrier trunk issue
Firewall policy violation
271. What is SIP REFER?
SIP REFER is used for call transfer. It instructs a device to send a new INVITE to another endpoint.
272. What is SIP Re-INVITE?
A Re-INVITE modifies an ongoing session (e.g., hold, resume, change codec).
273. What is SIP BYE?
The message used to end a SIP call session.
274. What is a SIP 200 OK response?
Indicates successful SIP request processing. For INVITE, it means the call is accepted.
275. What is SIP 180 Ringing?
Indicates the called party’s phone is ringing.
276. What is SIP 486 Busy Here?
Shows that the called endpoint is busy and cannot accept the call.
277. What is SIP 404 Not Found?
The dialed number or SIP URI does not exist on the server.
278. What is SIP 503 Service Unavailable?
The SIP Server, carrier, or media endpoint is temporarily unable to handle the request—often caused by network outages, overload, or configuration issues.
279. What is NAT Traversal in SIP?
Ensures proper routing of media and signaling through routers/firewalls. STUN, TURN, and SBC devices help resolve NAT issues.
280. What is an SBC (Session Border Controller)?
A security and traffic management device used for:
SIP firewalling
NAT traversal
Routing
Codec negotiation
SBCs protect Genesys systems from SIP attacks.
281. What is DTMF (in SIP context)?
Dual Tone Multi-Frequency tones for keypad input.
Supported methods:
RFC2833 (recommended)
SIP INFO
In-band (not recommended)
282. Why does DTMF fail sometimes?
Wrong codec (e.g., G.729 compresses tones)
Carrier sending incorrect signalling
Media server settings incorrect
Incorrect DTMF mode
283. What is Recording in Genesys Media Server?
Media Server can record calls and save them in specified file formats for QA, audits, or legal compliance.
284. What are Media Server treatments?
Predefined announcements, tones, music-on-hold, error prompts, or waiting messages played during routing.
285. What is Call Progress Detection (CPD)?
Identifies call progress signals (ringing, busy tones, answering machine detection) in outbound campaigns.
286. What is SIP Keep-Alive?
Periodic signaling packets sent to maintain session and verify connectivity between server and devices.
287. What causes SIP registration failure?
Wrong credentials
Incorrect SIP proxy IP/port
Certificate issues
Firewall blocking SIP ports
Timeout or DNS issues
288. What is Gossip protocol in Genesys Voice Platform?
Used internally by certain Genesys voice components to exchange health and state information.
289. What is Media Server load balancing?
Distributing IVR/media tasks across multiple media servers to avoid overload and ensure high availability.
290. What is SIP Early Media?
Audio (ringback or announcements) played before a SIP call is fully established (before 200 OK).
291. What is RTP Timeout?
If RTP packets stop flowing for a defined interval, the call is terminated automatically to avoid hung calls.
292. What are MOS and R-Factor?
Voice quality indicators:
MOS (Mean Opinion Score) — 1 to 5 scale
R-Factor — numeric score used in VoIP call quality measurement
293. What causes echo in SIP calls?
Volume gain issues
Acoustic feedback
Poor network quality
Unbalanced RTP packet flow
294. What is SIP OPTIONS message?
Used by devices to check server availability without establishing a call—health check mechanism.
295. What is SIP Authentication?
Process using 401 Unauthorized and Digest Authentication to validate SIP user credentials.
296. What is SRTP?
Secure RTP encrypts voice packets for secure communication.
297. What causes jitter in SIP calls?
Network congestion
Low bandwidth
Packet delay variations
Routing path issues
298. What tools are used for SIP troubleshooting?
Wireshark
SIP traces
sngrep
Genesys SIP server logs
299. What is Genesys Voice Platform (GVP)?
A multimedia IVR platform used in Engage deployments for voice, recording, ASR, TTS, and media interactions.
300. What is SIP-based Agent Login (Softphone)?
Agents use SIP softphones that register with SIP Server; login status and call control are managed through SIP + CTI events.
LOGS & TROUBLESHOOTING GENESYS INTERVIEW QUESTIONS (40 Detailed Q&A)
301. What logs are commonly used in Genesys troubleshooting?
Genesys support teams analyze:
SIP Server logs
T-Server logs
Media Server logs
URS routing logs
Configuration Server logs
Stat Server logs
Interaction logs (Cloud CX)
Each log provides unique insights into call flow issues.
302. What is the importance of SIP Server logs?
They contain all SIP messages—INVITE, BYE, ACK, SDP parameters—which help diagnose call failures, audio issues, trunk problems, transfers, and registration failures.
303. What is the purpose of URS logs?
URS logs show routing decisions, skill matches, queue selection, priority calculations, agent availability, and fallback routing. They are essential for diagnosing routing failures.
304. What is the significance of T-Server logs?
T-Server logs provide CTI event-level information like ringing, hold, transfer, wrap-up, and agent state changes. They help troubleshoot desktop/CRM integration.
305. What is a Log Level in Genesys?
Log levels control verbosity. Common log levels:
Error
Warning
Trace
Info
Higher trace levels enable deep diagnostics but increase log size.
306. How do you increase log level for troubleshooting?
Using GAX or config files, change the log-level parameter to all or debug temporarily. Always revert after troubleshooting to avoid large log files.
307. What is AppCrash in Genesys?
An unexpected application termination caused by memory issues, misconfiguration, port conflicts, or software crashes. Logs show “Abnormal Termination.”
308. What is a Rolling Log File?
Logs that automatically rotate when they reach a certain size or time interval, preventing storage overflow.
309. How do you analyze routing failures?
Check:
URS log → routing rules
Stat Server log → agent/queue availability
T-Server log → CTI state
SIP Server log → signaling issues
Configuration → incorrect skills or queue settings
310. What causes “No Agents Available”?
Agents not logged in
Skills mismatch
Queue not configured
Agent is in Not Ready
Routing strategy incorrect
Agent not mapped to DN
311. How do you fix DTMF failures?
Use RFC2833 mode
Avoid codecs like G.729 for IVR
Check carrier DTMF configuration
Verify Media Server settings
312. What causes one-way audio?
RTP blocked by firewall
Incorrect NAT settings
Private IP appearing in SDP
SBC misconfiguration
Wrong media IP selection
313. What causes no audio in IVR?
Prompt file missing
Codec mismatch
Media server down
SIP server cannot reach media port
Incorrect TTS configuration
314. What causes call drops after IVR?
SIP Re-INVITE failure
Media server timeout
Trunk not accepting REFER transfer
Network packet loss
Routing strategy error
315. How do you identify the cause of call drop?
Look for:
SIP “BYE” reason codes
RTP timeout logs
URS forced release
Agent workstation disconnect
CRM integration crash
316. What does SIP 503 error mean?
Service Unavailable. Causes include:
Carrier outage
destination unreachable
Media server failure
SIP server overload
317. What causes SIP 404 error?
The dialed number is not found on SIP Server or trunk. Often due to incorrect DN, routing point, or dial-plan mismatch.
318. What causes SIP 480 Temporarily Unavailable?
Endpoint is offline
User not registered
Device unreachable due to network issues
319. What causes Agent Login Failure?
Wrong credentials
DN not mapped
Place not configured
Network/firewall block
T-Server unreachable
320. What causes long wait times in queues?
Understaffing
Poor routing logic
Skills overloaded
Incorrect priorities
Surge in call volume
Low agent availability
321. What causes high abandoned calls?
Long hold times
Poor IVR design
Queue overflow misconfigured
Low staffing
Wrong EWT announcement
322. What causes IVR loops?
Incorrect decision logic
Missing API response
No-match/no-input path not defined
Conditional mismatch
323. What if IVR Data Action keeps failing?
Check:
API URL
Authorization token
JSON format
SSL certificate validity
Network firewall restrictions
324. Why does IVR replay wrong prompts?
Prompt not updated in system
Audio file cached
Flow version not published
Wrong variable mapping
325. What is “Agent Not Responding” error?
Occurs when an agent doesn’t answer within timeout. Routing reoffers call to another agent. Causes:
Softphone not registered
Headset issues
Network freeze
CTI not responding
326. What causes CRM screen pop failure?
Missing ANI/UUI
CRM API timeout
Incorrect CTI event mapping
Browser extension blocked
Wrong CRM URL
327. What causes delay in call transfer?
Network lag
High CPU load on media server
SIP Re-INVITE delay
Carrier interconnect issues
328. What causes “Routing Strategy Execution Failed”?
Syntax error in IRD
Missing agent group
Incorrect business logic
Database lookup failure
329. What causes agent state mismatch?
Poor CTI connection
Multiple logins
Softphone unregistered
Stat server update delay
330. What causes IVR slowness or lag?
Slow API responses
Media server overutilized
High memory usage
Complex nested flow structure
331. What causes call stuck in Routing Point?
URS not reachable
Routing strategy offline
Missing default route
Queue unreachable
332. What logs show authentication failure?
Configuration Server logs
Authentication server logs
CTI client logs
333. What causes “No Available Treatment” error?
IVR treatment (announcement/music) missing or Media Server cannot allocate resources.
334. What causes agent not receiving calls?
Agent set to Not Ready
Skills mismatch
Agent not part of queue
Routing strategy failure
Softphone registration failure
335. How do you check Media Server health?
Ping tests
Port reachability
Media Server logs
GVP Web Console
CPU/memory utilization
336. What causes hold music failure?
Treatment file missing
Media Server resource issue
Incorrect hold logic in IVR
Codec mismatch
337. How do you troubleshoot callback failures?
Check:
Callback scheduling logic
OCS/Outbound component
Carrier trunk
Routing plan
Agent availability
338. What is the first step in any Genesys troubleshooting?
Always identify the failing component—SIP Server, Media Server, URS, T-Server, CRM, or network—then check logs.
339. What tool is best for SIP debugging?
Wireshark, sngrep, and SIP Server logs are the most common SIP troubleshooting tools.
340. What tool is used for overall Engage troubleshooting?
GA/GAX for configuration
Genesys Logs
Interaction Concentrator (ICON)
Pulse dashboards
URS Trace logs
CLOUD CX ADVANCED GENESYS INTERVIEW QUESTIONS (50 Detailed Q&A)
341. What is Genesys Cloud CX API?
Genesys Cloud CX exposes REST-based APIs that allow developers to integrate external applications, build dashboards, automate workflows, fetch conversation data, and update CRM or ticketing systems.
342. What tools are used to test Genesys Cloud CX APIs?
API Explorer (Genesys Developer Center)
Postman
cURL
Custom scripts (Python, JS)
343. What is OAuth in Genesys Cloud?
Genesys Cloud uses OAuth 2.0 for secure API authentication. Clients must request an access token using Client ID and Secret.
344. What is Genesys Cloud CX SSO Integration?
Single Sign-On integrates Genesys Cloud with identity providers like Azure AD, Okta, Ping, enabling passwordless, secure login.
345. What is Wrap-Up Mapping?
Mapping wrap-up codes to categories for analytics, routing adjustments, and reporting insights.
346. What is Division in Genesys Cloud CX?
Divisions allow administrators to segregate data access by business unit, region, or department. Useful for multi-location organizations.
347. What is Dynamic Routing in Cloud CX?
Routing decisions change in real time based on queue load, agent performance, segmentation, and customer history.
348. What is Estimated Wait Time (EWT)?
Displayed to customers in IVR or messages, EWT predicts the queue wait duration using historical and real-time metrics.
349. What is DNA (Digital Network Architecture) in Genesys Cloud?
A modern architecture allowing omnichannel routing, event distribution, and analytics across messaging, voice, and workflows.
350. What is Genesys Workflow (formerly Process Automation)?
Workflow automates business processes like approvals, case creation, notifications, CRM updates, and ticket routing.
351. What is Architect Subroutine?
Subroutines allow modular flow building. They resemble common modules but focus on reusable logic blocks within a single flow.
352. What is Agent Utilization in Cloud CX?
Determines how many concurrent interactions—voice + chat + messaging—an agent is allowed to handle.
353. What is Architect Call Flow Versioning?
Allows saving multiple versions of a flow, comparing changes, rolling back, and publishing only validated versions.
354. What is Schedule & Holiday Routing?
Architect checks business hours and holiday schedules to route after-hours calls to voicemail, alternate queues, or emergency teams.
355. What is Preferred Agent Routing in Cloud CX?
Routes returning customers to the agent who helped earlier, improving customer satisfaction and continuity.
356. What is Predictive Engagement?
AI-powered tool that tracks customer behavior on websites and triggers proactive interactions like chat offers or bot assistance.
357. What is Knowledge Portal Integration?
Bots and agents can access internal knowledge articles for quicker responses. Powered via Knowledge Workbench.
358. What is Genesys Cloud Event Bridge?
An integration mechanism that sends Cloud CX events to AWS EventBridge for advanced automation and analytics.
359. What is Conversation Disconnect Reason?
A detailed tag indicating why a call ended:
Client Disconnect
Agent Disconnect
Network Drop
System Failure
360. What is Agent Leg and Customer Leg?
Two call legs:
Customer Leg – Call from the customer to the system
Agent Leg – Call from system to agent
Both must establish properly to avoid issues.
361. What is Genesys Cloud Web Messaging?
A persistent messaging channel embedded on websites enabling async communication, bot assistance, and chat escalation.
362. What is Screen Recording in Cloud CX?
Recording the agent’s desktop during customer calls for security, compliance, and QA review.
363. What are Permissions & Roles?
Roles define what actions users can perform. Permissions include viewing queues, editing flows, downloading recordings, etc.
364. What is GAM (Genesys Authorization Management)?
Handles user access, permissions, divisions, and role-based security.
365. What is ASR in Genesys Cloud?
Automatic Speech Recognition used in voice bots to interpret spoken customer inputs.
366. What is TTS in Cloud CX?
Text-to-Speech generates dynamic audio from text. Multiple voices and languages are supported.
367. What is Architect Troubleshooting Tool?
Flow Debug allows:
Step-by-step execution
Error identification
Variable tracking
API result inspection
368. What is Media Path in Cloud CX?
The IP route taken by RTP packets between caller, carrier, and Genesys Edge.
369. What is Edge Health Monitoring?
Monitors CPU, memory, calls in progress, trunk registration, and errors to ensure telephony stability.
370. What is Telephony Trunk Diagnostics?
Provides trunk-level logs showing SIP messages, failure reasons, codec negotiation, and call establishment.
371. What is STT (Speech-to-Text) analytics?
Converts voice calls into text for sentiment analysis, compliance checks, and keyword spotting.
372. What is Post-Call Survey Flow?
IVR or SMS-based surveys triggered automatically after call completion to capture customer satisfaction.
373. What is Persistent Messaging?
Messages remain active even if customers leave the website or close the browser; conversations continue when they return.
374. What is Call Transcript?
A record of the entire conversation created using speech analytics, often used for training and quality audits.
375. What is Flow Outcome in Architect?
A metric to track if the IVR flow achieved its objective (e.g., authentication success).
376. What is a Bot Transfer?
When a bot transfers the conversation to an agent; session context is carried over.
377. What is API Rate Limiting?
Genesys restricts API calls per second/minute to protect system performance. Exceeding limits triggers “429 Too Many Requests”.
378. What is a Webhook in Genesys Cloud?
Real-time event notifications sent to external systems when triggers occur, such as call start, call end, message received.
379. What is a Data Table in Cloud CX?
A storage table inside Genesys Cloud that allows flows to access mapping data without needing external APIs.
380. What is Event Orchestration?
Coordinating actions across multiple flows, bots, agents, and external systems based on customer interactions.
381. What is Division-Based Flow Access?
Flows, queues, and recordings can be restricted to divisions to enforce data security across departments.
382. What is Queue Observation Query?
Used in APIs to fetch real-time queue metrics such as oldest call, EWT, agent availability.
383. What is Bulk Recording Download API?
Allows mass downloading of recordings for audits, training, and compliance purposes.
384. What is Journey Mapping?
Analyzing a customer’s end-to-end interactions across channels like call, chat, email, web, and mobile.
385. What is Voice Biometrics in Cloud CX?
AI-driven identity verification using unique voice patterns.
386. What is Architect’s Automatic Error Handling?
Flow automatically routes to error-handling paths when variables, APIs, or actions fail.
387. What is Skills-Based Chat Routing?
Chat interactions routed based on agent skills similar to voice.
388. What is Multi-Site Routing?
Routing interactions to agents across multiple locations, remote centers, or different countries.
389. What is Agent Assist AI?
AI that provides real-time suggestions, script highlights, or recommended actions during interactions.
390. What is Context Preservation?
Genesys preserves interaction context when moving from bot → agent → supervisor, ensuring seamless experience.
REAL-TIME SCENARIO-BASED GENESYS INTERVIEW QUESTIONS (50 Detailed Q&A)
391. Scenario: A customer says they are stuck in the IVR. What will you check first?
Validate IVR flow logic in Architect or IRD.
Check for loops or incorrect Decision/Collect Input settings.
Check Data Action timeouts delaying transitions.
Verify Media Server and prompt playback issues.
Debug using IVR flow logs to see the last executed block.
392. Scenario: Agents are logged in but not receiving calls. What is the root cause?
Possible issues:
Agent state = Not Ready
Skill/profile mismatch
Queue not assigned to agent
URS routing strategy not returning target
Softphone not registered
Agent logged into wrong DN or Place
393. Scenario: High abandoned call rate. What actions will you take?
Check queue staffing vs call volume.
Reduce IVR length or complexity.
Add callback option.
Adjust EWT announcement accuracy.
Improve routing strategy to avoid bottlenecks.
394. Scenario: Customer hears silence after selecting IVR menu option.
Check:
Missing audio files
Codec mismatch (G.729 cannot play some prompts)
Media Server down
Routing strategy failure
IVR block incorrectly mapped
395. Scenario: CRM screen pop is delayed by 10+ seconds.
CTI event delivery delay
CRM API slowness
Network latency
Browser extension or rule error
Check T-Server logs for event timestamp
396. Scenario: SIP 503 errors seen frequently. What does it mean?
503 = Service Unavailable
Potential causes:
Carrier outage
SIP trunk down
Overloaded SIP Server
DNS failure
Firewall blocking signaling
397. Scenario: DTMF is not working in the IVR.
Troubleshoot:
Check DTMF mode → RFC2833 recommended
Carrier compressing tones
G.729 codec blocking signals
Media Server DTMF detection issue
398. Scenario: Agents experience one-way audio.
Likely causes:
RTP blocked on firewall
NAT traversal incorrect
Wrong IP in SDP
SBC routing wrong media path
399. Scenario: IVR is taking too long to respond.
Check:
Slow Data Action API
Script loops
Media Server memory high
Poor network bandwidth
Logging level too high
400. Scenario: Call is getting stuck in Routing Point.
URS may be failing because:
Routing strategy stopped
No agents available
Skill/proficiency mismatch
Default route missing
Queue unreachable
401. Scenario: Calls are routing to wrong skill group. Why?
Strategy wrong condition matching
Incorrect IVR participant data
Overlapping skill expressions
Default route accidentally triggered
402. Scenario: Agent receives multiple calls at once (rare).
Causes:
CTI event duplication
Faulty softphone configuration
Agent utilization misconfigured
URS misinterpreting agent state
403. Scenario: Call recording not working for certain calls.
Recording policy missing
Agent not part of required division
Media Server storage issue
Flow not triggering recording block
Compliance restrictions blocking recording
404. Scenario: Voice quality is choppy or robotic.
Network jitter
High latency > 150ms
Packet loss > 3%
Codec mismatch
405. Scenario: Call tries agent but disconnects without ringing.
Check:
Agent SIP registration
Network routing to softphone
Agent’s device unreachable
CTI failure
SIP 408 or 480 errors
406. Scenario: Callback requests are not being dialed.
Check:
Callback flow logic
Outbound dialer (OCS)
Trunk availability
Callback record creation logs
407. Scenario: Customer hears wrong language prompt.
Cause:
Language variable not set
Incorrect prompt group
Flow routing mismatch
Multi-language menu fault
408. Scenario: Calls disconnect after IVR PIN validation.
Check:
API failure
Data Action invalid response
IVR expression error
SIP re-negotiation failure
409. Scenario: High number of “Agent Not Responding.”
Softphone ringing but not presented to agent
Wrong headset device
Network/packet loss
Workspace desktop freeze
Auto-answer disabled
410. Scenario: Transfer to ACD fails.
Check:
Queue permissions
Queue deleted or renamed
Skills unavailable
Agent not logged in
Trunk routing issue
411. Scenario: Call drops when transferring to another agent.
REFER not supported by carrier
Re-INVITE error
SDP mismatch
Blind transfer executed incorrectly
412. Scenario: Agents hearing echo.
Network routing loops
High microphone gain
Hardware echo from headset
RTP duplication
413. Scenario: IVR plays prompts slowly or with delay.
Media Server CPU/memory high
TTS processing slow
API-based dynamic prompts causing delay
414. Scenario: Cloud CX Data Action returning HTTP 400.
Invalid JSON
Wrong datatypes
Missing required fields
Payload malformed
415. Scenario: Cloud CX Data Action returning HTTP 401.
Unauthorized → API authentication failure.
Fix:
Wrong credentials
Missing access token
Expired token
416. Scenario: Cloud CX Data Action returning HTTP 500.
Server-side error → external API is failing. Check API logs.
417. Scenario: IVR authentication failing for some users.
CRM lookup inconsistent
Leading zeros trimmed
Wrong DTMF length
API returning partial data
418. Scenario: Duplicate call logs in reporting.
ICON database issue
Duplicate SIP messages
Incorrect stat server subscription
419. Scenario: Queue SLAs suddenly drop.
Check if:
Staffing reduced
Volume spike
IVR routing changed
Agent skills modified
420. Scenario: Agents getting internal error popups.
CTI connection unstable
Workspace plugin failing
Memory leak in desktop app
421. Scenario: Call not reaching agent after wrap-up.
Cause:
Agent state stuck in ACW
CTI not updating state
Agent configured with long ACW
422. Scenario: Multiple agents receiving abandoned calls.
Incorrect EWT calculation
Route-to-agent logic flawed
Queue overflow logic incorrect
423. Scenario: Customer disconnects right after bot transfer.
Bot session context missing
ACD queue not found
Agent leg failure
424. Scenario: Calls routing to wrong site in multi-site deployment.
Misconfigured DN range
Regional routing table wrong
Default site priority too high
425. Scenario: Agent reports delayed call notifications.
Low PC resources
Workspace slow
Browser overload
CTI event latency
426. Scenario: No audio when transferring call to external number.
Carrier trunk issue
SIP REFER not allowed
Codec mismatch
RTP properly not routed
427. Scenario: Calls stuck on hold indefinitely.
Hold-treatment file failed
Hold state not released
Agent-side CTI command broken
428. Scenario: Cloud CX flow not switching to after-hours logic.
Schedule group not updated
Wrong timezone
Holiday rules misconfigured
429. Scenario: Agents hearing long silence before calls.
Network latency
Edge device load high
SIP early media delay
Bot → agent transfer lag
430. Scenario: Customer not hearing queue position.
Announcement disabled
TTS failure
Variable not set
Flow block misplacement
431. Scenario: Survey flow not triggering after call.
Post-call sequence disabled
Policy mismatch
Queue-level survey config missing
432. Scenario: Reporting shows incomplete interactions.
ICON delays
Date/time mismatch
Conversation disconnect reason missing
433. Scenario: Agent cannot accept call from a specific queue.
Queue not assigned
Division restriction
Agent permissions missing
434. Scenario: IVR not capturing speech input.
ASR engine offline
No speech grammar
Background noise
Wrong language model
435. Scenario: API-triggered outbound call failing.
Permissions missing
Wrong endpoint
External number blocked
Carrier rejecting format
436. Scenario: Supervisor dashboard showing incorrect agent status.
Stat Server caching issue
Workspace not updating state
Network disconnection
437. Scenario: Customer hears busy tone during transfer.
Target line busy
SIP 486 response
Incorrect DN dialed
438. Scenario: Queue wait time increasing unexpectedly.
Fewer agents
More volume
Routing misconfiguration
439. Scenario: Agents receiving calls outside business hours.
After-hours flow incorrect
Schedule group not attached
Wrong timezone
440. Scenario: Voice bot unable to understand customer accent.
ASR model mismatch
Low-quality recording
No contextual training
Expert Tips for Genesys Professionals
1. Use Skills & Proficiency Smartly
Many Genesys interview questions focus on routing logic.
Use proper skill levels (0–20) to ensure calls reach the right agents.
2. Always Configure Failover Routing
A common topic in Genesys real-time scenarios is dropped calls.
Always add fallback paths in URS or Architect.
3. Monitor EWT Daily
EWT (Estimated Wait Time) affects queue performance.
Frequently asked in Genesys Cloud CX interview questions.
4. Validate IVR Data Actions
API delays slow IVR. This appears in many Genesys troubleshooting questions.
5. Use Common Modules in Architect
Reduces errors in large flows — often discussed in Genesys interview questions for experienced.
6. Ensure Codec Compatibility
Use G.711 for IVR to avoid DTMF failures.
7. Check Conversation Logs for RCA
Conversation detail logs help solve complex Genesys troubleshooting scenarios.
Conclusion
Preparing for Genesys interviews becomes easier when you understand real-time routing, IVR design, Cloud CX functions, CTI workflows, SIP troubleshooting, and advanced customer-experience concepts. This 500+ Genesys interview questions and answers mega guide is designed to help both freshers and experienced professionals build confidence and handle even the toughest technical discussions. Use these questions to practice deeply, strengthen your fundamentals, and improve your problem-solving approach.
If you’re ready to take the next step in your CX engineering career — Learn more, Enroll now, or Contact us for expert training and guidance.
FAQs
1. What are the most commonly asked Genesys interview questions?
Common questions include Genesys architecture, routing logic, IVR design, skills and proficiency, SIP signaling, CTI events, and troubleshooting scenarios like one-way audio or IVR failure. Most companies also ask scenario-based Genesys interview questions for Cloud CX or Engage.
2. Is Genesys Cloud CX easier to learn than Genesys Engage?
Yes. Genesys Cloud CX is easier because it’s cloud-native, has a modern UI, and requires fewer components. Genesys Engage is more complex and typically requires deeper knowledge of URS, T-Server, SIP Server, and Media Server.
3. What skills are required to crack a Genesys interview?
You should understand call routing, Architect IVR, API/Data Actions, SIP basics, CTI events, troubleshooting logs, queues, skills, and conversation flow. Knowledge of Cloud CX APIs and Architect logic gives you an advantage.
4. Are scenario-based Genesys interview questions important?
Absolutely. Companies prefer candidates who can solve real problems such as API failures, routing issues, queue delays, and call disconnect causes. Scenario questions show your practical experience.
5. What is the difference between Genesys Routing and IVR?
IVR handles menu navigation, authentication, and customer interaction. Routing decides which queue or agent receives the call. In Cloud CX, both are created using Architect flows.
6. How do I prepare for Genesys Cloud CX interviews?
Review Architect flows, Data Actions, skills-based routing, queue configuration, SIP trunking basics, and CTI troubleshooting. Practice with a large set of Genesys interview questions and answers to build real-time confidence.
7. What is Genesys Architect in Cloud CX?
Genesys Architect is a visual flow builder used to create IVR flows, call routing, bot flows, data actions, schedules, and error-handling logic. It is central to most Genesys Cloud CX interview questions.
8. What is URS in Genesys Engage?
URS (Universal Routing Server) is the core routing engine used in Genesys Engage. It evaluates strategies, skills, agent availability, and business logic to determine where to route interactions.
9. What are Agent Skills and Proficiency in Genesys?
Skills define agent capabilities, while proficiency levels determine priority. Higher proficiency agents are selected first, improving handling of complex calls.
10. What is GVP in Genesys Engage?
GVP (Genesys Voice Platform) is the IVR solution for Engage deployments. It handles call prompts, ASR (speech recognition), TTS (text-to-speech), and media services.
11. What is a Queue in Genesys Cloud CX?
A queue holds interactions until agents are available. It includes settings like routing method, service level, skills, utilization, and wrap-up codes.
12. What is ACD Routing?
ACD routing (Automatic Call Distribution) assigns interactions to the best available agent based on skills, proficiency, workload, or priority.
13. What is a SIP Trunk in Genesys?
A SIP trunk connects Genesys systems to carriers or PSTN. It carries voice traffic using SIP signaling and RTP audio streams.
14. Why do IVR Data Actions fail in Genesys Cloud CX?
Common reasons include:
Incorrect API URL
Authentication failure
Timeout or SSL certificate errors
Wrong JSON mapping
Firewall blocks
15. What is Wrap-Up Time in Genesys?
Wrap-up is the time an agent gets after a call to enter notes or complete follow-up tasks. It can be configured per queue or agent.
16. What is Agent Utilization?
Agent utilization defines how many simultaneous interactions an agent can handle, especially for chat, email, and messaging channels.
17. What causes “No Agents Available” issues?
This may happen due to wrong skill assignments, agents in Not Ready state, busy queues, or incorrect routing strategies.
18. What is SIP 486 ‘Busy Here’ in Genesys calls?
SIP 486 means the destination device is busy or not accepting calls. This often appears during troubleshooting sessions.
19. How does Genesys handle Callback requests?
Genesys Cloud CX schedules callbacks and prompts agents when it’s time to call back the customer. Routing logic ensures callbacks reach skilled agents.
20. What is the difference between Direct Transfer and Consult Transfer?
Direct (Blind) Transfer: Call is transferred without consulting the next agent.
Consult Transfer: Agent speaks to the next agent before transferring the call.
21. Why does one-way audio occur in Genesys systems?
One-way audio usually results from RTP not flowing properly due to NAT issues, firewall blocks, SBC routing errors, or codec mismatches.
22. How do you monitor Genesys performance?
Using tools like Pulse, WFM dashboards, Edge monitoring, SIP logs, URS logs, and platform health pages in Cloud CX.
23. Is Genesys Cloud CX suitable for beginners?
Yes. Cloud CX has a simple interface and is easier to learn than Engage. Many Genesys interview questions for freshers cover basic Architect blocks and queue settings.