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Module 3 Study Guide | Source: Lecture + Verified against Genesys Cloud Resource Center (2025–2026) 1. What Is a Call Flow? A call flow is a structured, visual representation of the sequence of events and actions that occur within a telephony or contact cen...

1. What Is a Queue? A queue is a holding area where interactions (calls, chats, emails, callbacks) wait to be routed to an available agent. Queues are the backbone of ACD (Automatic Call Distribution) routing in Genesys Cloud — every Transfer to ACD action in...

This exercise focuses on exploring the Genesys Cloud dashboard and the Architect interface to become familiar with navigation, menus, and configuration areas. Step Action Description 1 Login to Genesys Cloud Access the platform with a trial or product...

Navigation: Admin → Architect (opens in a separate browser window) Last verified: Genesys Cloud Resource Center — March 2026 What Is Architect? Architect is Genesys Cloud's visual flow design environment. It is where administrators build, manage, and publish ...

Navigation: Admin → Telephony → Certificate Authorities Last verified: Genesys Cloud Resource Center — March 2026 What Are Certificate Authorities? Certificate Authorities (CAs) in Genesys Cloud are used to manage trusted digital certificates for secure TLS c...

Navigation: Admin → Telephony → DID Numbers Last verified: Genesys Cloud Resource Center — March 2026 What Are DID and Toll-Free Numbers? DID (Direct Inward Dial) and toll-free numbers are the inbound phone numbers your organization uses. They must be added t...

Navigation: Admin → Telephony → Edges / Admin → Telephony → Edge Groups Last verified: Genesys Cloud Resource Center — March 2026 What Are Edges? An Edge is a BYOC Premises network appliance that handles local media and provides telephony services including m...

Navigation: Admin → Telephony → Extensions Last verified: Genesys Cloud Resource Center — March 2026 What Are Extensions? Extensions are internal dialing numbers that allow users to reach each other within the organization without using a full DID number. Bef...

Navigation: Admin → Telephony → Sites Last verified: Genesys Cloud Resource Center — March 2026 What Is a Site? A site is the home of a set of phones. It defines the telephony dialing properties, call classification rules, and outbound routing rules for the p...

Navigation: Admin → Telephony → Topology Last verified: Genesys Cloud Resource Center — March 2026 What Is Topology? Topology is the administrative map view of the Genesys Cloud telephony network. It displays how telephony components relate to each other — si...

Navigation: Admin → Telephony → Trunks (or Admin → Telephony → BYOC Cloud → Trunks) Last verified: Genesys Cloud Resource Center — March 2026 What Are Trunks? A trunk is the SIP communications link between Genesys Cloud and an external carrier or PBX. Trunks ...

Navigation: Admin → Telephony → Phone Management Last verified: Genesys Cloud Resource Center — March 2026 What Is a WebRTC Phone? A Genesys Cloud WebRTC phone is a browser or desktop app-based softphone that lets users place and receive calls directly in the...

Topic Detail Navigation (Admin Report) Admin → Platform Usage → API Usage Navigation (Alt) Menu → IT and Integrations → API Usage Navigation (Analytics View) Performance > Workspace > Other > API Usage or Menu → Analytics → Analytics Workspace → API...

Section Description Module Context Integration Management covers OAuth Clients, Authorized Applications, and Single Sign-On (SSO) in Genesys Cloud Administration. Admin Location Admin → Integrations Purpose Enables secure API authentication, third-p...

Study Notes Topic Description Inbound Call Flow Flow that handles voice calls entering the contact center Trigger Activated by call routing configuration Components Prompts, menus, queues, transfers Navigation Admin → Architect → Flows → Inbound...

Study Notes Topic Description Inbound Message Flow Handles digital messaging interactions Channels SMS, Web Messaging, Messaging Apps Trigger Activated by message routing Navigation Admin → Architect → Flows → Inbound Message Flow Implementatio...

Topic Detail Navigation Admin → Contact Center → Queues Purpose Core ACD routing objects that hold interactions until an agent is available Max Queues 5,000 queues per organization Max Members 5,000 members per queue Tabs General, Routing, Membe...

Topic Detail Navigation Admin → Contact Center → ACD Skills & Languages Purpose Define skills and languages used by the ACD routing engine to match interactions to the right agents Proficiency Scale 1 (Beginner) to 5 (Expert) Skill Status Active (...

Topic Detail Navigation Admin → Contact Center → Wrap-Up Codes Purpose Allow agents to categorize the outcome of each interaction for reporting, analytics, and quality Scope Created globally at org level — must also be assigned to each queue individ...

Topic Detail Navigation Admin → Contact Center → Utilization Purpose Controls how many simultaneous interactions an agent can handle and which channels can interrupt others Levels Organization-wide default + per-user override Overview Utilizatio...