Genesys Cloud Certified Professional – Architect — Question 13

Which of the following selects the interaction path and enhances the caller’s experience before agent assignment?

Answer options

• A. Prompts
• B. Flow
• C. DTMF
• D. IVR

Correct answer: B

Explanation

The correct answer is B, Flow, as it manages the interaction path and enhances the caller's experience before they reach an agent. A, Prompts, are used to guide the caller but do not necessarily select the interaction path. C, DTMF, refers to Dual-tone multi-frequency signaling which is used for input but does not enhance the experience in the same way, and D, IVR, is a system that allows interaction but does not specifically select the path in the same capacity as Flow.