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Genesys GCP-GCX認定試験は、Genesys Cloud CXの管理に習熟し、クライアントに最高のカスタマーサービスを提供したい専門家にとって絶好の機会です。この試験に合格することにより、個人はコンタクトセンター業界でのキャリアを進め、組織にとってより価値があるようになります。 Genesysが提供するさまざまなリソースの助けを借りて、個人は試験の準備をし、認定専門家になるために必要なスキルと知識を獲得することができます。
Genesys GCP-GCX認定試験は、Genesys Cloud CXとその機能を深く理解する必要がある包括的な試験です。この試験の準備をするために、候補者は、オンライントレーニングコース、練習試験、学習ガイドなど、さまざまなリソースを利用できます。これらのリソースは、候補者が試験の準備をし、最初の試みを渡す可能性を高めるのに役立ちます。
質問 # 71
Select all access level permission types for workspace (Documents > Workspace) membership. (Choose three.)
- A. Read-Only
- B. Write-Only
- C. Collaborator
- D. Full Access
- E. Contributor
- F. Partial
正解：A、D、E
解説：
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. Reference: https://help.mypurecloud.com/articles/workspace-overview/ https://help.mypurecloud.com/articles/manage-workspace-membership/
質問 # 72
Which of the following best defines the ACD evaluation method Best Available Skills?
- A. Evaluates the first 100 agents to find the agent with the highest average proficiency rating
- B. A Matches the interaction to the first available agent who has all of the requested skills.
- C. The average is calculated using the agent's proficiency rating for each of the requested skills
- D. Looks for the first available agent and Ignores any skill requirements
正解：A
解説：
The Automatic Call Distribution (ACD) evaluation method "Best Available Skills" in Genesys Cloud CX is designed to optimize the matching of interactions to agents based on skill proficiency. This method evaluates the skill proficiency ratings of the first 100 available agents and selects the agent with the highest average proficiency rating across the required skills for the interaction. This approach ensures that the most qualified agent is chosen to handle the interaction, leading to improved customer satisfaction and more efficient resolution of inquiries.
質問 # 73
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Evaluation Forms
- B. Campaigns
- C. Dialing Modes
- D. Contact Lists
- E. Agents
正解：B、C、D
解説：
Explanation
Contact lists, campaigns, and dialing modes are three items that need to be configured for an outbound campaign in Genesys Cloud CX. An outbound campaign is a process that initiates outbound interactions to a list of contacts based on various settings and rules. To create an outbound campaign, you need to configure the following items:
* Contact lists are files that contain information about the contacts that you want to reach with your outbound campaign, such as name, phone number, email address, etc.
* Campaigns are entities that define various aspects of your outbound campaign, such as dialing mode, schedule, retry options, etc.
* Dialing modes are methods that determine how Genesys Cloud CX places outbound calls to contacts based on various factors, such as agent availability, contact priority, dialing rate, etc.
Some other items that need to be configured for an outbound campaign are scripts, flows, queues, etc.
References: https://help.mypurecloud.com/articles/about-outbound-campaigns/
https://help.mypurecloud.com/articles/create-a-contact-list/
https://help.mypurecloud.com/articles/create-a-campaign/
https://help.mypurecloud.com/articles/dialing-modes-overview/
質問 # 74
Which of the following reports display the number of interactions handled by an agent per day? (Choose two.)
- A. Agent Quality Details Report
- B. Agent Metrics Export Report
- C. Agent Login-Logout Details Report
- D. Agent Metrics Report
正解：B
解説：
Explanation
The Agent Metrics Export Report and the Agent Metrics Report are two reports that display the number of interactions handled by an agent per day. These reports show various metrics related to agent performance and productivity, such as total interactions, average handle time, average talk time, average after call work time, etc. These reports can be filtered by date range, media type, queue, and agent. References:
https://help.mypurecloud.com/articles/agent-metrics-export-report/
https://help.mypurecloud.com/articles/agent-metrics-report/
質問 # 75
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must know the exact coordinates of the new building.
- B. You must have images of all the users located at the new location.
- C. You must have Admin rights to Genesys Cloud CX.
- D. You must collect general information such as building address, number of floors, location contact information, etc.
- E. You must have the basic profile data for all users at the new location.
正解：C、D
質問 # 76
Select all the question types available while creating an Evaluation Form. (Choose three.)
- A. Fill in the blank
- B. Range
- C. Yes/No
- D. Multiple Choice
- E. Multiple Response
正解：B、C、D
解説：
Explanation
Multiple Choice, Yes/No, and Range are three question types available while creating an Evaluation Form in Genesys Cloud CX Quality Management. An Evaluation Form is a template that defines the structure and content of an evaluation. An Evaluation Form consists of various questions that assess different aspects of an agent interaction based on predefined criteria and scoring methods. You can use different types of questions to create an Evaluation Form based on your needs. The other available question types are Comment Box and Scored Comment Box. References: https://help.mypurecloud.com/articles/about-evaluation-forms/
https://help.mypurecloud.com/articles/create-an-evaluation-form/
質問 # 77
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)
- A. With multiple active calls, click and drag an unselected call onto the previously selected call details.
- B. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
- C. Click the Calls icon, expand the Dialpad, then enter the names or phone numbers of the attendees in the search area and click Start Conference.
- D. Have all attendees call you. When all calls are active, click the Start Conference button.
正解：A、D
質問 # 78
What is the maximum limit for creating performance dashboards for private users?
- A. 0
- B. 1
- C. 2
- D. 3
正解：B
解説：
The maximum limit for creating performance dashboards for private users is 10. A performance dashboard is a customizable view that shows real-time or historical data for various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. You can create performance dashboards for your own use (private) or share them with other users (public). The limit for creating public performance dashboards is 50. Reference: https://help.mypurecloud.com/articles/about-performance-dashboards/ https://help.mypurecloud.com/articles/create-a-performance-dashboard/
質問 # 79
All of the following are steps that need to be completed to configure an Edge appliance, EXCEPT
__________.
- A. Create a Site
- B. Authenticate the Edge
- C. Assign the Edge to a Site
- D. Configure a trunk
- E. Configure the Edge Connectors
- F. Associate the network interface
- G. Create an Edge Group
正解：D
質問 # 80
Your customizations in the interaction view remain in effect even if you leave the view and return to it later.
- A. True
- B. False
正解：A
解説：
Your customizations in the interaction view remain in effect even if you leave the view and return to it later is a true statement. The interaction view is a view that shows various metrics and details related to interaction performance and activities in Genesys Cloud CX Performance menu. The interaction view can help you measure and improve various aspects of your interaction performance and activities, such as:
Interaction volume
Interaction quality
Interaction outcomes
Interaction flows
Your customizations in the interaction view remain in effect even if you leave the view and return to it later because:
You can customize the interaction view by using various filters and columns to show only certain data. For example, you can choose to show only certain columns or filter to see certain types of interactions. You can also save your filter and column settings as a saved view to switch quickly between different data of interest in the same view.
Your customizations remain as you navigate from view to view or leave and return to a view. This means that Genesys Cloud CX remembers your preferences and settings for the interaction view and applies them when you access the view again. This can help you save time and effort when you want to see the same data again.
質問 # 81
Which dialing mode allows the agent to see customer information before dialing?
- A. Preview
- B. Power
- C. Predictive
- D. Progressive
正解：A
解説：
In Genesys Cloud CX, the Preview dialing mode is specifically designed to allow agents to review customer information before initiating the call. This mode presents the agent with customer details and relevant context before the dialing process begins, enabling the agent to prepare for the interaction and tailor their approach based on the customer's history and needs. This preparation can lead to more personalized and effective customer engagements.
質問 # 82
If you have not configured an email address to report issues to, Genesys Cloud CX:
- A. Does not route the emails to any email address.
- B. Sends the emails to anyone who has the admin role assigned in your organization.
- C. Collects such emails and stores it until an email address to report issues is configured.
- D. Automatically creates an email address and routes all such emails to this address.
正解：B
解説：
If you have not configured an email address to report issues to, Genesys Cloud CX does not route the emails to any email address. You can configure an email address for users to report issues or provide feedback about Genesys Cloud CX from within the application. The email address can be an internal or external address that you manage or monitor. Reference: https://help.mypurecloud.com/articles/configure-an-email-address-to-report-issues/ https://help.mypurecloud.com/articles/report-an-issue-or-provide-feedback/
質問 # 83
Which of the following statements is NOT true regarding Management Units?
- A. They help you create, manage, and view schedules for a group.
- B. Agents that handle the same set of interactions should belong to the same management unit.
- C. Management Units partition agents and interactions into logical groups.
- D. A maximum of 100 agents can be added to a single Management Unit.
正解：D
解説：
Explanation
A maximum of 100 agents can be added to a single Management Unit is not a true statement regarding Management Units in Genesys Cloud CX Workforce Management. A Management Unit is a logical grouping of agents who handle similar types of interactions in Workforce Management. A Management Unit can have various settings configured to define its behavior and performance, such as time zone, service level target, shrinkage percentage, etc. There is no limit on the number of agents that can be added to a single Management Unit. References: https://help.mypurecloud.com/glossary/management-unit/
https://help.mypurecloud.com/articles/create-a-management-unit/
質問 # 84
Which of the following best defines the performance view for Queues?
- A. Used to monitor real-time contact center metrics.
- B. Used to view historical data only.
- C. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- D. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
正解：C
質問 # 85
Once you create a custom field on your profile, it cannot be deleted from the Admin interface
- A. False
- B. True
正解：A
解説：
In Genesys Cloud CX, while custom fields allow for tailored data collection and reporting, they can be managed through the Admin interface. This includes the ability to delete custom fields if they are no longer needed, ensuring that the system remains relevant and uncluttered with obsolete data fields. Administrators have the flexibility to modify and delete custom fields to adapt to changing business requirements.
質問 # 86
Which feature enables a voice interaction to interrupt an email interaction?
- A. Emergency Routing
- B. Utilization
- C. Scripts
- D. ACD Skills
正解：B
解説：
Explanation
Utilization is a feature that enables a voice interaction to interrupt an email interaction when the voice interaction has a higher priority than the email interaction. Utilization is a percentage that indicates how much of an agent's time is spent on handling interactions. When an agent is handling an email interaction, their utilization is lower than when they are handling a voice interaction. Therefore, if a voice interaction arrives in the queue and there are no other available agents, the voice interaction can interrupt the email interaction and be routed to the agent with the lowest utilization. References:
https://help.mypurecloud.com/articles/utilization/
https://help.mypurecloud.com/articles/understand-how-email-interactions-work/
質問 # 87
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A. Schedules
- B. Short-Term Forecasts
- C. Forecast simulator
- D. Long-Term Forecasts
正解：A、B、D
解説：
Reference:
Short-Term Forecasts, Schedules, and Long-Term Forecasts are some of the functionalities available in Genesys Cloud CX WFM. Short-Term Forecasts allow administrators to forecast staffing needs for up to 8 weeks based on historical data and trends. Schedules allow administrators to create and assign schedules to agents based on their availability, preferences, skills, etc. Long-Term Forecasts allow administrators to forecast staffing needs for up to 2 years based on historical data and trends. Reference: https://help.mypurecloud.com/articles/create-a-short-term-forecast/ https://help.mypurecloud.com/articles/create-and-manage-schedules/ https://help.mypurecloud.com/articles/create-a-long-term-forecast/
質問 # 88
If the issue reporting email address is not set up in the Genesys Cloud CX system, any employee with an administrative role within the organization will receive the email.
- A. False
- B. True
正解：A
解説：
In Genesys Cloud CX, the issue reporting email address is a configurable setting that determines where reports of system issues are sent. If this address is not set up, system issues will not automatically be emailed to all employees with administrative roles. Instead, issues need to be reported through the designated support channels or by manually notifying the appropriate individuals or teams within the organization.
質問 # 89
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
- A. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- B. Update her peers. Genesys Cloud CX will then update her manager automatically.
- C. Do nothing. Genesys Cloud CX will update everything automatically.
- D. Update her manager and her peers in her profile.
正解：D
質問 # 90
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by:
- A. Creating a number-plan to identify premium-rate numbers.
- B. Manually training users to prevent calling premium-rate numbers.
- C. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.
- D. Configuring trunks to identify premium-rate numbers.
正解：A
解説：
In Genesys Cloud CX, you can prevent users from calling U.S. premium-rate numbers by creating a number-plan to identify premium-rate numbers. A number-plan is a set of rules that define how outbound calls are dialed based on various criteria, such as country code, area code, prefix, etc. You can create a number-plan that blocks outbound calls to U.S. premium-rate numbers by specifying their prefixes (such as 900) in the number-plan rules. Reference: https://help.mypurecloud.com/articles/about-number-plans/ https://help.mypurecloud.com/articles/create-a-number-plan/
質問 # 91
Which view displays current metrics and information about queues if you have a membership?
- A. Queues
- B. Queues Activity
- C. Queues Performance
- D. My Queues Activity
正解：D
解説：
Reference:
My Queues Activity is a view that displays current metrics and information about the queues you are a member of, such as the number of waiting interactions, the number of current interactions, and the number of agents on queue. You can access this view by clicking Performance > Workspace > My Queues Activity. You can customize this view with filters and column controls to show only certain data. Reference: https://help.mypurecloud.com/articles/my-queues-activity-view/ https://help.mypurecloud.com/articles/customize-views/
質問 # 92
Which of the following components can be added to scripts? (Choose four.)
- A. Text
- B. Visual Basic Control
- C. Web Page
- D. Checkbox
- E. Call Flow
- F. Image
正解：A、C、D、E
質問 # 93
Where can DID Numbers be assigned to? Choose 3 answers
- A. Phone
- B. Edge
- C. External Trunk
- D. Person
- E. Call Flow
- F. Queue
正解：D、E、F
解説：
In Genesys Cloud CX, DID (Direct Inward Dialing) numbers can be assigned to various entities within the system to facilitate direct calling. Assignable entities include "Person" (individual users), "Call Flow" (specific call routing configurations), and "Queue" (groups of agents handling specific types of interactions). This assignment flexibility allows for efficient call routing and management, enhancing the caller experience and operational efficiency.
質問 # 94
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