GCP-GCXのPDF問題集で2023年10月17日試験問題 有効なGCP-GCX問題集
究極のGCP-GCX準備ガイドで無料最新のGenesys練習テスト問題集
質問 # 27
Which of the following is not a Quality Management feature?
- A. Policies
- B. Scheduling
- C. Evaluation Forms
- D. Interaction Recording
正解：D
質問 # 28
Where can you add preconfigured settings to the phones?
- A. Admin > Telephone > Phone Management > Base Settings
- B. Admin > Telephone > Phone Management > Calls
- C. Admin > Telephone > Phone Management > Phones
正解：A
解説：
Explanation
Admin > Telephone > Phone Management > Base Settings is where you can add preconfigured settings to the phones in Genesys Cloud CX Telephony Admin menu. Base settings are sets of configuration options that apply to one or more phones in Genesys Cloud CX. Base settings can include various options, such as:
* Phone model
* Firmware version
* Line keys
* Soft keys
* Feature keys
You can add base settings to the phones by creating and assigning base settings profiles in Genesys Cloud CX Telephony Admin menu. Base settings profiles are templates that contain one or more base settings that apply to a group of phones based on their model or firmware version. References:
https://help.mypurecloud.com/articles/base-settings-overview/
https://help.mypurecloud.com/articles/create-a-base-settings-profile/
質問 # 29
Which of the following best defines the performance view for Queues?
- A. Used to view historical data only.
- B. Used to view real-time and historical metrics, such as service level %, abandon %, customers waiting, and active agents.
- C. Used to monitor real-time contact center metrics.
- D. Used to view real-time metrics, such as status, time in status, calls answered, average talk time, and average ACW.
正解：B
質問 # 30
What level of permissions does a user require to view the organization settings?
- A. Admin
- B. Agent
- C. Supervisor
- D. All of the above
正解：D
質問 # 31
Why are Divisions important in an organization?
- A. Divisions allow grouping and segregation of objects while keeping them inside the same organization.
- B. Divisions define which users can be assigned to queues.
- C. Divisions allow the organization to control which roles can be assigned to users.
- D. Divisions are used to divide interactions equally between 2 or more queues.
正解：A
質問 # 32
Phone redundancy extends to include call survivability - Even when the connection to the Edge is lost, it prevents active calls from getting disconnected.
- A. False
- B. True
正解：B
質問 # 33
What do a Service Level of 80 and a Service Level Target of 20 for Voice interactions mean?
- A. 80% of calls must be answered within 20 seconds.
- B. 20 chats and calls must be answered in 80 seconds.
- C. 80% of agents must answer calls within 20 seconds.
- D. 80 calls must be answered every 20 seconds.
正解：A
解説：
Explanation
A service level of 80 and a service level target of 20 for voice interactions mean that 80% of calls must be answered within 20 seconds. Service level is a metric that measures how well a contact center meets its customer service goals. Service level is calculated by dividing the number of interactions answered within a specified time threshold (service level target) by the total number of interactions offered in a given period. For example, if a contact center receives 100 calls in an hour and answers 80 calls within 20 seconds, then its service level is 80/100 = 0.8 or 80%. References: https://help.mypurecloud.com/glossary/service-level/
https://help.mypurecloud.com/articles/queue-performance-summary-report/
質問 # 34
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand.
- A. False
- B. True
正解：A
解説：
Explanation
You can develop a plan to generate reports regularly, however, Genesys Cloud CX does not allow you to run reports on demand is a false statement. You can develop a plan to generate reports regularly and also run reports on demand in Genesys Cloud CX Performance menu. Reports are tools that allow you to view various metrics and details related to your contact center performance and activities in Genesys Cloud CX. Reports can help you measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
You can develop a plan to generate reports regularly by scheduling reports in Genesys Cloud CX Performance menu . Scheduling reports allows you to automate the generation and delivery of reports based on various options , such as :
* Report type
* Report format
* Report frequency
* Report recipients
You can also run reports on demand by viewing reports in Genesys Cloud CX Performance menu . Viewing reports allows you to generate and display reports based on various options , such as :
* Report type
* Report filters
* Report date range
* Report columns
References: https://help.mypurecloud.com/articles/reports-overview/
https://help.mypurecloud.com/articles/schedule-a-report/ https://help.mypurecloud.com/articles/view-a-report/
質問 # 35
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. Dialog boxes
- C. IVR prompts
- D. Scripts
正解：B
質問 # 36
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. admin
- B. User
- C. Supervisor
- D. employee
正解：A
解説：
Explanation
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/admin-role/
https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
質問 # 37
If you have not created any additional templates, you will have several default template options when creating a new script.
These default templates are: (Choose four.)
- A. Default Inbound Script
- B. Default Outbound Script
- C. Collection Script Template
- D. Default Callback Script
- E. Blank Script
- F. Sales Script Template
正解：A、B、D、E
解説：
Explanation
Blank Script, Default Callback Script, Default Inbound Script, and Default Outbound Script are four default template options when creating a new script if you have not created any additional templates. A template is a reusable script layout that defines the structure and content of a script. You can use templates to create scripts faster and more consistently. Genesys Cloud CX provides four default templates for different types of scripts:
* Blank Script is an empty template that allows you to create a script from scratch.
* Default Callback Script is a template for scripts that handle callback interactions.
* Default Inbound Script is a template for scripts that handle inbound interactions.
* Default Outbound Script is a template for scripts that handle outbound interactions.
You can also create your own custom templates for scripts based on your needs. References:
https://help.mypurecloud.com/articles/create-a-script-template/
https://help.mypurecloud.com/articles/create-a-script-from-a-template/
質問 # 38
How do you represent your organization when you contact the Genesys Cloud CX support team?
- A. Agent Name
- B. ID
- C. Company Name
- D. Organization ID
正解：C
質問 # 39
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. admin
- B. User
- C. Supervisor
- D. employee
正解：A
質問 # 40
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. Reports once created cannot be configured.
- D. Each report contains a predefined set of metrics.
- E. An agent-based report counts any interactions an agent worked with.
正解：A、D、E
質問 # 41
Routing is a part of customer communication that connects the customer with an appropriate automated resource or agent.
- A. False
- B. True
正解：B
質問 # 42
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. Queue Metrics Daily Report
- C. User Status Detail Report
- D. Agent Metrics Report
正解：C
質問 # 43
Which of the following statements are true? (Choose three.)
- A. An Abandon is an interaction that disconnects before an agent handles it.
- B. Reports once created cannot be configured.
- C. Each report contains a predefined set of metrics.
- D. An agent-based report counts any interactions an agent worked with.
- E. A queue report only counts interactions handled by an agent.
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 # 44
Where are Genesys Cloud CX call recordings stored by default?
- A. AWS Cloud
- B. Edges
- C. Cloud
- D. Web Service
正解：C
質問 # 45
Which architectural approach is used to develop a single application as a suite of small services?
- A. Genesys Cloud CX Salesforce Architecture
- B. Monolithic Architecture
- C. Single Core Architecture
- D. Microservices Architecture
正解：D
質問 # 46
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. Agent Metrics Report
- B. Interaction Details Report
- C. Queue Metrics Daily Report
- D. User Status Detail Report
正解：A
解説：
Explanation
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. References:
https://help.mypurecloud.com/articles/agent-login-logout-details-report/
https://help.mypurecloud.com/articles/monitor-agent-adherence/
質問 # 47
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 user is not assigned the appropriate role.
- B. The phone number is being used by a different user.
- C. The user's phone is unplugged.
- D. The user may have deleted the icon.
正解：A
質問 # 48
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 Login-Logout Details Report
- C. Agent Metrics Export Report
- D. Agent Metrics Report
正解：C
質問 # 49
Which of the following items need to be configured for an outbound campaign? (Choose three.)
- A. Dialing Modes
- B. Contact Lists
- C. Campaigns
- D. Evaluation Forms
- E. Agents
正解：A、B、C
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 # 50
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