Question: In Genesys Pulse, you design a dashboard to show "Number of abandoned calls in the last 15 minutes.” Which metric and statistic would you use?

A. CallAbandoned – TotalCount
B. CallInbound – Abandoned
C. DistinctCalls – AbandonedDistinct
D. CallQueued – TotalAbandons

Answer: A. CallAbandoned is the standard metric. TotalCount as a statistic (over last 900 seconds) gives the absolute number.

Question: Your Composer application throws a "No Input" event when the user stays silent. To re-prompt twice before disconnecting, what should you set in the Input component’s properties?

A. Max Attempts = 3, Terminator = "#"
B. Timeout = 5s, Interruptible = False
C. No Input Count = 2, No Input Action = Reprompt
D. Event Handler for noinput with a counter variable in ECMAScript

Answer: D. While some Composer versions have basic retry settings, the certified standard method is to add an Event Handler for noinput, increment a counter, and if counter < 3, use Reprompt; else use Exit. The exam will expect you to know basic VXML event handling.

If you are applying for a technical role, you will face coding challenges. Genesys tests are generally of medium difficulty on the DSA (Data Structures & Algorithms) scale.

Common Topics:

Sample Question 1 (Easy):

Write a function that takes a string as input and returns the string with the first letter of every word capitalized. Input: "genesys cloud cx" Output: "Genesys Cloud Cx"

Sample Question 2 (Medium):

You are given an array of integers. Write a program to find the contiguous subarray which has the largest sum. (This is the classic "Kadane’s Algorithm" problem).

Sample Question 3 (Logic/Debugging):

A snippet of Java or Python code is provided that attempts to reverse a linked list. The code contains a logical error. Identify the line causing the issue and fix it.

Tip: For developer roles, focus on Java, Python, or Node.js. Since Genesys Cloud relies heavily on microservices, understanding REST API construction via coding challenges is a bonus.

✅ Answer: C – URS evaluates strategies and routes voice, chat, email, and work items.

Question: In Genesys Configuration Manager, which two objects are required to route an interaction from an inbound queue to an agent? (Select two.)

A. Tenant
B. Agent Group
C. Routing Point (RP)
D. Message Waiting Indicator (MWI)

Answer: B and C. An Agent Group defines the target agents; a Routing Point is the address in Switch where the strategy is attached.

Unlike generic IT exams, Genesys tests are use-case driven. A single question might require you to understand the impact of a "Target Disabled" status in a routing strategy, or the difference between a Subroutine and Function block in IRD.

Most banks, telecoms, and BPOs use these tests to filter candidates. The tests typically include: