GCP-GCX無料認定試験材料はこちらの137問題 [Q56-Q76]

GCP-GCX無料認定試験材料はこちらの137問題

リアルGCP-GCXは100%カバー率リアル試験問題を試そう！

Genesysは、顧客エクスペリエンスとコンタクトセンターソリューションの主要プロバイダーです。彼らの製品とサービスは、世界中の企業によって顧客エンゲージメントの向上、効率の向上、およびビジネス成長の推進に使用されています。Genesys Cloud CX Certified Professional-Consolidated (GCP-GCX) 試験は、Genesys Cloud CXプラットフォームの知識と効果的な実装および管理能力をテストするように設計されています。

Genesys GCP-GCX試験は、コールルーティング、エージェントスクリプト、レポートおよび分析、ワークフォースマネジメントなど、Genesys Cloud CXプラットフォームに関連する幅広いトピックをカバーしています。この試験は、候補者がプラットフォームとその能力に深い理解を持っていることを要求する、厳しいかつ包括的なものとなっています。試験は、候補者の知識を実世界のシナリオに適用できる能力をテストする複数選択問題と実践的なシミュレーションから構成されています。

質問 # 56
You must define the phone configuration in Genesys Cloud CX to associate with a physical phone.
What binds the phone's settings in Genesys Cloud CX to a physical phone?

A. Phone name
B. Phone model
C. Base settings
D. Hardware ID (MAC address)

正解：C

解説：
The hardware ID (MAC address) is what binds the phone's settings in Genesys Cloud CX to a physical phone. A hardware ID is a unique identifier for each network device, such as a phone. You can define the phone configuration in Genesys Cloud CX by specifying various settings, such as phone name, phone model, base settings, line appearance, etc. However, to associate these settings with a physical phone, you need to enter the hardware ID of the phone in Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-phones/ https://help.mypurecloud.com/articles/add-a-phone/

質問 # 57
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?

A. Get a default trunk line installed.
B. In the Genesys Cloud CX Resource Center.
C. On the PSTN carrier's web site.
D. By asking your carrier what you would need.

正解：B

解説：
Reference:
You can find guidelines on PSTN carrier requirements in the Genesys Cloud CX Resource Center. The Genesys Cloud CX Resource Center provides documentation and resources for using and configuring Genesys Cloud CX features and functions. The PSTN carrier requirements article lists the minimum requirements that a PSTN carrier must meet to work with Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/pstn-carrier-requirements/ https://help.mypurecloud.com/

質問 # 58
You suspect that one of your agents is not productive.
Which report would you run to view the agent's time on breaks and login/logout details?

A. Interaction Details Report
B. User Status Detail Report
C. Queue Metrics Daily Report
D. Agent Metrics Report

正解：D

解説：
The Agent Login-Logout Details Report is a report that would help you view an agent's time on breaks and login/logout details. This report shows various metrics related to agent availability and activity, such as total login time, total logout time, total break time, break reason codes, etc. This report can help you monitor agent productivity and adherence. Reference: https://help.mypurecloud.com/articles/agent-login-logout-details-report/ https://help.mypurecloud.com/articles/monitor-agent-adherence/

質問 # 59
A user who is freshly added to Genesys Cloud CX realizes that there is no phone call icon on the left pane, preventing the user from making or receiving calls.
What is the most likely reason for this?

A. The phone number is being used by a different user.
B. The user may have deleted the icon.
C. The user is not assigned the appropriate role.
D. The user's phone is unplugged.

正解：C

解説：
The most likely reason for a user not seeing the phone call icon on the left pane is that the user is not assigned the appropriate role. A role is a collection of permissions that define what a user can do or see in Genesys Cloud CX. A permission is a granular setting that controls access to a specific feature or function. To make or receive calls in Genesys Cloud CX, a user needs to have certain permissions assigned to their role, such as Telephony > Plugin > All and Telephony > Call > Control > All. If a user does not have these permissions, they will not see the phone call icon on the left pane and will not be able to use telephony features. Reference: https://help.mypurecloud.com/articles/about-roles-and-permissions/ https://help.mypurecloud.com/articles/assign-roles-to-a-user/ https://help.mypurecloud.com/articles/make-a-phone-call/

質問 # 60
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

A. Languages
B. Index Ratings
C. Knowledge levels
D. Medians
E. Skills

正解：A、E

解説：
Languages and skills are two attributes that ensure that the interactions are routed to the most qualified agent. Languages and skills are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
Languages indicate an agent's ability to speak or write in different languages.
Skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX routing uses these attributes to match each interaction with an agent who has the highest ratings for those attributes. Reference: https://help.mypurecloud.com/articles/about-acd-evaluation-methods/ https://help.mypurecloud.com/articles/add-language-skills-to-an-agent-profile/ https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/

質問 # 61
Which of the following components can be added to scripts? (Choose four.)

A. Image
B. Checkbox
C. Text
D. Visual Basic Control
E. Web Page
F. Call Flow

正解：A、B、C、E

解説：
Text, Checkbox, Web Page, and Image are some of the components that can be added to scripts. These components allow agents to view or enter information during an interaction. Text components display static or dynamic text content. Checkbox components allow agents to select one or more options from a list. Web Page components display a web page within the script. Image components display an image within the script. Reference: https://help.mypurecloud.com/articles/add-a-text-component-to-a-script/ https://help.mypurecloud.com/articles/add-a-checkbox-component-to-a-script/ https://help.mypurecloud.com/articles/add-a-web-page-component-to-a-script/ https://help.mypurecloud.com/articles/add-an-image-component-to-a-script/

質問 # 62
Which of the following entities is used to ensure that people within your organization have the rights and permissions that they need within Genesys Cloud CX?

A. Roles
B. Rooms
C. Workgroups
D. Groups

正解：A

解説：
Explanation
Roles are used to define the permissions and access levels for users within Genesys Cloud CX. Roles can be assigned to users individually or through groups. Roles determine what features and functions users can access and what they can do within those features. References: https://help.mypurecloud.com/articles/about-roles/
https://help.mypurecloud.com/articles/add-roles-to-a-user/

質問 # 63
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?

A. Performance > Overview (Evaluations)
B. Admin > Quality
C. Performance > Workspace > Dashboards
D. Admin > Contact Center

正解：A

解説：
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/

質問 # 64
Which of the following best defines the performance view for Agents?

A. Used to monitor real-time contact center metrics.
B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
D. Used to view historical data only.

正解：C

質問 # 65
Which of the following is NOT a feature of Genesys Cloud CX contact center?

A. Automatic Call Distribution
B. Workforce Management
C. Human Capital Management
D. Quality Management

正解：C

解説：
Human Capital Management is not a feature of Genesys Cloud CX contact center. Human Capital Management is a term that refers to the practices and processes involved in managing human resources in an organization, such as hiring, training, development, compensation, etc. Genesys Cloud CX contact center is a cloud-based solution that provides features and functions for managing customer interactions across multiple channels and devices. Some of the features of Genesys Cloud CX contact center are:
Workforce Management
Quality Management
Automatic Call Distribution
Skill-based Routing
Omnichannel Routing
Analytics and Reporting
Artificial Intelligence
Integrations Reference: https://www.genesys.com/genesys-cloud/features/contact-center https://www.genesys.com/glossary/human-capital-management

質問 # 66
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.

A. True
B. False

正解：B

解説：
Explanation
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization.
The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace. References:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/

質問 # 67
Which Genesys Cloud CX feature presents caller info to an agent and allows the user to update or collect the information?

A. Toast pop-ups
B. Scripts
C. IVR prompts
D. Dialog boxes

正解：B

解説：
Scripts are Genesys Cloud CX features that present caller info to an agent and allow the user to update or collect the information. Scripts are predefined sets of questions or instructions that guide agents through interactions with customers. Scripts can display customer information from various sources, such as data actions or data dips, and allow agents to enter or update information during or after an interaction. Reference: https://help.mypurecloud.com/glossary/script/ https://help.mypurecloud.com/articles/about-scripts/

質問 # 68
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)

A. Partial
B. Contributor
C. Write-Only
D. Full Access
E. Collaborator
F. Read-Only

正解：B、D、F

解説：
Explanation
Full Access, Read-Only, and Contributor are three access level permission types for workspace (Documents > Workspace) membership in Genesys Cloud CX Collaborate. Workspace is a feature that allows users to create and manage documents in Genesys Cloud CX Collaborate. Workspace provides various features and functions for users to create, edit, share, organize, and search documents within an organization. Users can have different access level permissions for workspace membership based on their roles and needs. The access level permissions for workspace membership are:
* Full Access: Users can create, edit, delete, share, move, copy, tag, download, upload, and view any document in the workspace.
* Read-Only: Users can only view documents in the workspace. They cannot create, edit, delete, share,
* move, copy, tag, download, or upload any document in the workspace.
* Contributor: Users can create new documents in the workspace and edit or delete their own documents.
They can also share, move, copy, tag, download, upload, and view any document in the workspace.
Some other access level permission types for workspace membership are Owner and Collaborator. References:
https://help.mypurecloud.com/articles/workspace-overview/
https://help.mypurecloud.com/articles/manage-workspace-membership/

質問 # 69
Under which container is Queue available?

A. Telephony
B. Integration
C. Contact Center
D. Routing

正解：D

解説：
Explanation
Queue is available under Routing container in Genesys Cloud CX Admin menu. Routing is a container that holds various features and functions related to routing interactions in Genesys Cloud CX, such as queues, flows, wrap-up codes, skills, etc. Administrators can access Routing by clicking Admin > Routing in Genesys Cloud CX window. References: https://help.mypurecloud.com/articles/routing-overview/
https://help.mypurecloud.com/articles/admin-menu-overview/

質問 # 70
Under which container is Queue available?

A. Telephony
B. Integration
C. Contact Center
D. Routing

正解：D

質問 # 71
Which of the following best defines the performance view for Queues?

A. Used to monitor real-time contact center metrics.
B. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
D. Used to view historical data only.

正解：C

解説：
Reference:
The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents in Genesys Cloud CX Performance menu. The performance view for Queues is a view that shows various metrics and details related to queue performance and activities in Genesys Cloud CX. The performance view for Queues can help you measure and improve various aspects of your queue performance and activities, such as:
Service level
Abandon rate
Average speed of answer
Average handle time
Interaction volume
The performance view for Queues is used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents because:
Real-time metrics are metrics that show the current data for agents, queues, skills, interactions, and flows. Real-time metrics are updated every 10 minutes in Genesys Cloud CX Performance menu . You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
Historical metrics are metrics that show the past data for agents, queues, skills, interactions, and flows. Historical metrics are stored every 10 minutes in Genesys Cloud CX Performance menu . You can see the historical values of various metrics by using the date filter or the pre-set day filter.
Service level % is a metric that shows the percentage of interactions that were answered within a target time threshold during a specified period of time. Service level % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical service level % of a queue in the performance view for Queues.
Abandon % is a metric that shows the percentage of interactions that were abandoned by the customer or caller before reaching an agent during a specified period of time. Abandon % can help you measure the quality and efficiency of your queue performance and activities. You can see the real-time and historical abandon % of a queue in the performance view for Queues.
Customers waiting is a metric that shows the number of customers or callers who are currently waiting in a queue to be connected to an agent. Customers waiting can help you measure the demand and capacity of your queue performance and activities. You can see the real-time customers waiting of a queue in the performance view for Queues.
Active agents is a metric that shows the number of agents who are currently logged in to Genesys Cloud CX and are available to handle interactions in a queue. Active agents can help you measure the availability and productivity of your queue performance and activities. You can see the real-time active agents of a queue in the performance view for Queues.

質問 # 72
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?

A. Directory
B. Documents
C. Workspaces
D. Activity

正解：D

解説：
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/

質問 # 73
Select the categories of Prompts in Architect. (Choose two.)

A. Data
B. User
C. Menu
D. System

正解：B、D

解説：
Explanation
User and System are two categories of prompts in Architect. Prompts are containers that hold audio messages and text-to-speech pairings on a per language basis. User prompts are company-specific prompts created by Architect users. System prompts are Architect-provided, generic prompts to indicate numbers, dates, days of the week, months, and so on. References: https://help.mypurecloud.com/articles/call-prompts/
https://help.mypurecloud.com/articles/user-prompts/

質問 # 74
Select all the question types available while creating an Evaluation Form. (Choose three.)