[2023年11月07日] 最速合格には素晴らしいGCP-GCX無料テストPDF本日更新です
無料でゲット！最新の2023年最新の有効な練習Genesys Cloud CX GCP-GCX問題と解答でテストエンジン
質問 # 33
Which of the following are AND Evaluation Methods? (Choose three.)
- A. Bullseye matching
- B. Disregard skills
- C. Best available skills
- D. All skills matching
- E. Agent availability
正解：A、C、D
解説：
Explanation
AND Evaluation Methods are used to evaluate the skills of agents and interactions based on logical AND operations. This means that all the required skills must match for an agent to be eligible for an interaction.
There are three types of AND Evaluation Methods: All skills matching, Best available skills, and Bullseye matching. All skills matching evaluates agents based on the number of skills they have in common with the interaction. Best available skills evaluates agents based on the highest skill proficiency level they have in common with the interaction. Bullseye matching evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. References:
https://help.mypurecloud.com/articles/evaluation-methods/
https://help.mypurecloud.com/articles/bullseye-routing/
質問 # 34
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Collaborator
- B. Full Access
- C. Partial
- D. Contributor
- E. Read-Only
- F. Write-Only
正解：B、D、E
質問 # 35
Which setting allows you create a place for each group in your organization to upload, organize, and share documents and files?
- A. Workspaces
- B. People
- C. Groups
- D. Queues
正解：A
質問 # 36
Where are Genesys Cloud CX call recordings stored by default?
- A. AWS Cloud
- B. Cloud
- C. Edges
- D. Web Service
正解：B
質問 # 37
The license used by a user is determined by the permissions enabled in the roles assigned to that user.
- A. False
- B. True
正解：B
質問 # 38
What additional functionality does Communicate bring to Genesys Cloud CX?
- A. Directory capabilities, such as advanced search, profiles, and keyword searching.
- B. Knowledge-based features, such as FAQs and communities.
- C. Call center features, such as ACD and scripting.
- D. Unified communications features, such as telephony, unified messaging, voice conferencing, and auto-attendant.
正解：C
質問 # 39
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Company Name
- B. Organization ID
- C. Agent Name
- D. ID
正解：B
解説：
Explanation
Organization ID is how you represent your organization when you contact the Genesys Cloud CX support team. Organization ID is a unique identifier that is assigned to your organization when you sign up for Genesys Cloud CX. Organization ID helps the Genesys Cloud CX support team to locate your organization's account information and provide faster and better service. You can find your organization ID by clicking Admin > Account Settings > Organization Settings in Genesys Cloud CX window. References:
https://help.mypurecloud.com/articles/organization-id/
https://help.mypurecloud.com/articles/contact-genesys-cloud-customer-care/
質問 # 40
When creating an external trunk, which of the following protocol(s) can be selected? (Choose three.)
- A. The default protocol
- B. TLS
- C. TCP
- D. UDP
- E. SIP
正解：B、C、D
解説：
Explanation
TCP, TLS, and UDP are the protocols that can be selected when creating an external trunk. An external trunk is a connection between Genesys Cloud CX and an external telephony provider, such as a carrier or a PBX.
The protocol determines how the SIP messages are transported between Genesys Cloud CX and the external provider. UDP is the most common protocol for SIP trunks, but TCP and TLS can also be used for more reliable or secure communication. References: https://help.mypurecloud.com/articles/external-trunk-settings/
https://doc.didww.com/integrations/genesys/index.html
質問 # 41
Bullseye routing method relaxes the required skills as the selection pool expands from one ring to the next.
What is the maximum number of rings that can be defined for Bullseye routing?
- A. 0
- B. 1
- C. 2
- D. 3
正解：C
解説：
Explanation
The maximum number of rings that can be defined for Bullseye routing is 6. Bullseye routing is a type of AND Evaluation Method that evaluates agents based on predefined rings of skill requirements that relax as the selection pool expands from one ring to the next. Each ring can have one or more required skills and a minimum proficiency level for each skill. The first ring has the strictest skill requirements and the last ring has the loosest skill requirements. References: https://help.mypurecloud.com/articles/bullseye-routing/
質問 # 42
_________ binds the numbering plan with the trunk.
- A. Outbound route
- B. Edge
- C. Edge Group
- D. Inbound route
正解：D
質問 # 43
Policies automate repetitive quality management tasks.
Which of the following items could be defined as policies? (Choose three.)
- A. Specify time sets as a matching criteria.
- B. Update the Do Not Call list with records that have the appropriate wrap-up code.
- C. Automatically assign an evaluation for all calls over 5 minutes.
- D. Set up a schedule to run a daily report.
- E. Determine how long to retain recordings and whether to archive or delete them.
正解：B、D、E
質問 # 44
Which of the following statements are true? (Choose three.)
- A. An Abandon is an interaction that disconnects before an agent handles it.
- B. A queue report only counts interactions handled by an agent.
- C. An agent-based report counts any interactions an agent worked with.
- D. Reports once created cannot be configured.
- E. Each report contains a predefined set of metrics.
正解：A、C、E
質問 # 45
Under which container is Queue available?
- A. Telephony
- B. Integration
- C. Contact Center
- D. Routing
正解：D
質問 # 46
While Alex is monitoring queue reports, Sam deletes an inactive agent from the queue.
Will this affect the metrics that Alex is monitoring?
- A. No
- B. Yes
正解：A
解説：
Explanation
No, deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports in Genesys Cloud CX Performance menu. A queue report is a report that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. A queue report can help you measure and improve various aspects of your queue, such as:
* Service level
* Abandon rate
* Average speed of answer
* Average handle time
* Interaction volume
Deleting an inactive agent from the queue will not affect the metrics that Alex is monitoring in queue reports because:
* A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
* An interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* An inactive agent is an agent who has not logged in to Genesys Cloud CX or has logged out. An inactive agent does not affect the metrics in queue reports because they do not contribute to various metrics and details related to queue performance and activities, such as:
* Offered count
* Answered count
* Abandoned count
* Transfer count
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/agent-status-overview/
質問 # 47
Which options can be configured when setting up a queue? (Choose two.)
- A. Wrap-up Codes
- B. Inbound Flows
- C. Utilization
- D. Alerting Timeout
- E. ACD Skills
正解：A、C
解説：
Explanation
Wrap-up codes and utilization are two options that can be configured when setting up a queue. A queue is a logical grouping of agents who handle similar types of interactions, such as voice calls, chats, emails, etc. A queue can have various options configured to define its behavior and performance, such as:
* Wrap-up codes are labels that agents can assign to interactions after they complete them to indicate the outcome or reason for the interaction.
* Utilization is a percentage that indicates how much time an agent spends handling interactions versus being available for new interactions.
Some other options that can be configured when setting up a queue are routing method, service level target, maximum wait time, etc. References: https://help.mypurecloud.com/articles/about-queues/
https://help.mypurecloud.com/articles/create-and-configure-queues/
https://help.mypurecloud.com/glossary/wrap-up-code/ https://help.mypurecloud.com/glossary/utilization/
質問 # 48
Which of the following statements are true? (Choose three.)
- A. An Abandon is an interaction that disconnects before an agent handles it.
- B. An agent-based report counts any interactions an agent worked with.
- C. A queue report only counts interactions handled by an agent.
- D. Reports once created cannot be configured.
- E. Each report contains a predefined set of metrics.
正解：A、C、E
解説：
Explanation
A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with, an Abandon is an interaction that disconnects before an agent handles it, and each report contains a predefined set of metrics are three true statements about reports in Genesys Cloud CX Performance menu. A report is a tool that allows you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. A report can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Some true statements about reports are:
* A queue report only counts interactions that spent time in the queue, but an agent-based report counts any interactions an agent worked with. This means that the totals in a queue report and an agent-based report may not match exactly, even if they include the same agents or queues. This is because a queue is a stand-alone entity from the perspective of Genesys Cloud CX reports, and queue metrics and agent metrics can differ for various reasons, such as:
* An interaction spends time in multiple queues
* An interaction abandons before an agent handles it
* An agent is a member of more than one queue
* An Abandon is an interaction that disconnects before an agent handles it. This means that the interaction
* was offered to a queue or an agent, but the customer or caller disconnected before reaching an agent. An Abandon can affect various metrics, such as:
* Abandon Count
* Abandon Rate
* Service Level
* Average Speed of Answer
* Each report contains a predefined set of metrics. This means that each report has a specific purpose and scope, and shows only the relevant metrics for that purpose and scope. You cannot add or remove metrics from a report, but you can set various parameters for reports, such as:
* Which users or queues to include
* Which media types to include
* What date range to report on
* When to run the report
Some false statements about reports are:
* Offered always equals Answered plus Abandoned plus Transfer. This is not always true, because some interactions may not be counted as Answered, Abandoned, or Transfer for various reasons, such as:
* The interaction was transferred to voicemail after a timeout
* The interaction was transferred to another queue or resource group
* The interaction was handled by an IVR or a bot
* Reports once created cannot be configured. This is not true, because you can configure reports by editing or deleting them in Genesys Cloud CX Performance menu . You can also configure reports by changing various options , such as :
* Report name
* Report format
* Report frequency
* Report recipients
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/queue-report-and-agent-report-totals-differ-by-design/
https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando
https://help.mypurecloud.com/articles/edit-a-report/
質問 # 49
You can add more than one outbound route to the contact center.
- A. False
- B. True
正解：B
質問 # 50
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Android
- B. Windows 10 Mobile
- C. Harmony OS
- D. iOS
正解：A、D
解説：
Explanation
iOS and Android are two operating systems that are supported by Genesys Cloud CX mobile applications.
Genesys Cloud CX mobile applications are apps that allow users to access various features and functions of Genesys Cloud CX on their mobile devices, such as smartphones or tablets. Genesys Cloud CX mobile applications are available for iOS and Android devices and can be downloaded from the App Store or Google Play Store respectively. Genesys Cloud CX mobile applications enable users to communicate and collaborate with other users, manage their status and availability, view their performance metrics and notifications, and more. References: https://help.mypurecloud.com/articles/about-genesys-cloud-mobile-apps/
https://help.mypurecloud.com/articles/install-the-genesys-cloud-mobile-app/
質問 # 51
Genesys Cloud CX is fully supported on which of the following browsers? (Choose two.)
- A. Internet Explorer
- B. Safari
- C. Chrome
- D. Firefox
- E. Opera
正解：C、D
解説：
Explanation
Firefox and Chrome are two browsers that fully support Genesys Cloud CX. Genesys Cloud CX is a web-based application that requires a compatible browser to run properly. Firefox and Chrome are the recommended browsers for Genesys Cloud CX because they offer the best performance and functionality.
Safari is also supported but with some limitations. Internet Explorer and Opera are not supported by Genesys Cloud CX. References: https://help.mypurecloud.com/articles/supported-browsers/
https://help.mypurecloud.com/articles/browser-limitations/
質問 # 52
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GCP-GCX試験は、Genesys Cloud CXプラットフォームに関連する広範なトピックをカバーする包括的なテストです。これらのトピックには、顧客エンゲージメント、コールルーティング、レポートおよび分析などが含まれます。この試験は、難易度が高いと設計されていますが、公正かつ透明です。試験に合格した候補者は、Genesys Cloud CXプラットフォームの使用における高い専門知識を示したことになります。
GCP-GCX試験は、それぞれがGenesys Cloud CXプラットフォームの特定の領域に焦点を当てた複数のセクションに分かれています。この試験では、Genesys Cloud CXアーキテクチャ、ルーティング戦略、レポートおよび分析、ワークフォース管理、およびインテグレーションなどのトピックがカバーされます。受験者は、プラットフォームのさまざまなコンポーネントを構成および管理し、問題をトラブルシューティングし、Genesys Cloud CX環境のパフォーマンスを最適化する能力についてテストされます。
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