Routing in Genesys Cloud CX directs customer interactions to the most suitable automated system or human agent based on defined rules, skills, or availability, ensuring efficient and effective communication handling.

In Genesys Cloud CX, an application requesting to create a new user must have the appropriate scope (e.g., user:adminoruser:create) granted. This scope ensures that the application has the necessary permissions to perform user creation actions.

In Genesys Cloud CX, access to telephony features, including the ability to make and receive calls, is controlled by roles and permissions. If the required telephony-related permissions are not assigned to the user's role, the phone call icon will not appear in the interface.

When contacting the Genesys Cloud CX support team, you represent your organization using the Organization ID, which uniquely identifies your Genesys Cloud instance and helps support quickly access your account details.

When creating a new script in Genesys Cloud CX, if no additional templates have been created, the following default templates are available:
Blank Script: A script without any pre-configured components, providing a blank canvas for customization.

Default Callback Script: The default script that pops for callbacks. Use this script if you have not specified another script in Architect to run in response to an in-queue callback action.

Default Inbound Script: The default script that pops for inbound calls.

Default Outbound Script: A default script for outbound dialing. It contains a control for updating contact list fields. When you base a script on this template, you must select a contact list in the script's properties.
Otherwise, Scripter shows no edit fields.