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Genesys GCX-ARC（Genesys Cloud CX：アーキテクト認定）試験は、Genesys Cloud CXソリューションを設計および実装する専門知識を証明したいプロフェッショナル向けの認定プログラムです。この試験は、候補者のGenesys Cloud CXソリューションの設計、展開、および管理に関する知識とスキルを測定します。この試験は、ビジネス要件に適合したソリューションの設計、Genesys Cloud CXを他のシステムと統合し、シームレスな顧客体験を提供する能力をテストする上級レベルの認定試験です。
質問 # 18
Which definition matches the ACD Evaluation Method Best Available Skills?
- A. Looks for the first available agent and ignores any skill requirements
- B. Matches the interaction to the first available agent who has all of the requested skills
- C. Evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills
正解：C
解説：
Explanation
ACD routes interactions based on the highest average proficiency level for the requested skills. Genesys Cloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. Genesys Cloud then calculates the average using the agent's proficiency rating for each of the requested skills.
質問 # 19
Which of the following is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipients?
- A. CRM
- B. DTMF
- C. IVR
- D. Telephony
正解：C
質問 # 20
Architect supplies a built-in _______________ flow.
- A. In-Queue Call
- B. Outbound Call
- C. Secure Call
- D. Inbound Call
正解：A
質問 # 21
Which ACD routing method routes interaction to the next available agent?
- A. All of the above
- B. Skills based routing
- C. Standard ACD
- D. Bullseye ACD
正解：C
質問 # 22
What would you select from the Performance menu to view real-time statistics for all active campaigns?
- A. Scripts
- B. Schedules
- C. Campaign Management
- D. Outbound Campaigns
正解：D
質問 # 23
If you do not add an emergency flow, Genesys Cloud assumes the open flow to be the default emergency flow.
- A. True
- B. False
正解：B
質問 # 24
Select all the required parameters for configuring the Salesforce data actions. (Choose three.)
- A. Token
- B. Password
- C. Username
- D. Access ID
- E. ARN Number
正解：A、B、C
質問 # 25
Which function is used as part of the decision to route to a different location based on the domain of the sender's email address?
- A. EmailAddressDomainPart()
- B. EmailAddressDomain()
- C. EmailAddressLocalPart()
- D. MakeEmailAddress()
正解：A
質問 # 26
Select all the naming requirements for prompts. (Choose two.)
- A. A prompt name can contain spaces or special characters.
- B. A prompt name can begin with a numeric or special character.
- C. A prompt name can begin with a letter.
- D. A prompt name can contain letters, underscore, and numbers.
正解：C、D
質問 # 27
Select all the possible measurements for the selection timeout of every menu. (Choose two.)
- A. Seconds
- B. Microseconds
- C. Milliseconds
- D. Hours
- E. Minutes
正解：A、E
質問 # 28
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real time?
- A. Reports
- B. Admin>Contact Center
- C. Performance>Agents
- D. Admin>Quality
正解：D
質問 # 29
Which speech recognition feature is enabled by default for new Inbound call flows?
- A. Complete match timeout
- B. Enable speech recognition for the entire flow
- C. Company Directory speech recognition
- D. Incomplete match timeout
正解：C
質問 # 30
To route an incoming call based on the current time, _____ is the best method.
- A. Callable time sets
- B. Inbound call flow
- C. Scheduling
- D. Call route
正解：D
質問 # 31
When you delete a flow, it removes only the current version of the flow.
- A. False
- B. True
正解：B
質問 # 32
Which of the Performance views shows real-time data with historical metrics to give you both short term and long-term views?
- A. Reports
- B. All of the above
- C. Dashboards
- D. Dynamic Views
正解：D
質問 # 33
Which definition matches the After Call Work option Mandatory, Time-boxed no early exit?
- A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
- B. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately ifperforming After Call Work.
- C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
- D. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
正解：A
質問 # 34
Which type of call flow is used to create the call route that routes the incoming call to the respective ACD queue based on the customer's response?
- A. Inbound Call Flow
- B. Secure Call Flow
- C. In-queue Call Flow
- D. Outbound Call Flow
正解：A
質問 # 35
When creating a schedule, which of these frequency types are available for the Repeating event feature?
(Choose four.)
- A. Yearly
- B. Weekly
- C. Quarterly
- D. Daily
- E. Monthly
- F. Hourly
正解：A、B、D、E
質問 # 36
Your contact center wants to track the outcome of calls and chats. What can be configured within Genesys Cloud to provide this functionality?
- A. Wrap-up Codes
- B. Resolution Codes
- C. Status
- D. Account Codes
正解：A
質問 # 37
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