Genesys GCP-GCX日本語テストエンジン練習テスト問題、試験問題集
100%無料GCP-GCX日本語日常練習試験には144問があります
質問 # 47
AudioCodes 電話に接続するには、どのようなタイプのトランクを設定する必要がありますか?
- A. ネットワークインターフェーストランク
- B. 電話トランク
- C. WebRTC 電話トランク
- D. 外部トランク
正解：B
解説：
Phone trunk is the type of trunk that you would configure to connect to AudioCodes phones in Genesys Cloud CX Telephony Admin menu. A trunk is a logical connection that allows voice communication between different systems or networks using various protocols or technologies. A trunk can have various options configured to define its behavior and performance, such as capacity limits, codecs preferences, caller ID settings etc. A phone trunk is a type of trunk that connects AudioCodes phones with Genesys Cloud CX using SIP protocol over TLS transport layer. Reference: https://help.mypurecloud.com/glossary/trunk/ https://help.mypurecloud.com/articles/create-a-phone-trunk/ https://help.mypurecloud.com/articles/audiocodes-phone-trunk-settings/
質問 # 48
Genesys Cloud CX で提供されているアドオン オプションは次のうちどれですか? (3 つ選択してください。)
- A. 従業員エンゲージメント
- B. 人材管理
- C. VR
- D. デジタル
- E. AI
正解：A、D、E
解説：
AI, Digital, and Workforce Engagement are some of the add-on options provided in Genesys Cloud CX. These options allow customers to enhance their Genesys Cloud CX solution with additional features and capabilities. AI enables customers to leverage artificial intelligence and machine learning for various use cases, such as chatbots, predictive engagement, voicebots, etc. Digital enables customers to support multiple digital channels, such as chat, email, message, social media, etc. Workforce Engagement enables customers to optimize their workforce management, quality management, performance management, etc. Reference: https://www.genesys.com/pricing https://www.genesys.com/genesys-cloud/features/ai https://www.genesys.com/genesys-cloud/features/digital https://www.genesys.com/genesys-cloud/features/workforce-engagement
質問 # 49
会社が新しい建物を取得したばかりなので、この新しい場所を Genesys Cloud CX に追加する必要があります。
このタスクを実行するための前提条件は何ですか? (2 つ選択してください。)
- A. Genesys Cloud CX に対する管理者権限が必要です。
- B. 新しい場所にいるすべてのユーザーのイメージが必要です。
- C. 新しい建物の正確な座標を知っておく必要があります。
- D. 建物の住所、階数、所在地の連絡先情報などの一般的な情報を収集する必要があります。
- E. 新しい場所にすべてのユーザーの基本プロファイル データが必要です。
正解：A、D
解説：
Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as:
Building address
Number of floors
Location contact information
Emergency number
Time zone
Language
Currency
To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role. Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. Reference: https://help.mypurecloud.com/articles/location-overview/ https://help.mypurecloud.com/articles/add-a-location/ https://help.mypurecloud.com/articles/about-permissions/ https://help.mypurecloud.com/articles/admin-permission/
質問 # 50
次のどれが Genesys Cloud CX Collaborate の機能ではありませんか?
- A. テキストチャット
- B. ビデオチャット
- C. AI チャット
- D. コンテンツ管理
正解：C
解説：
AI Chat is not a Genesys Cloud CX Collaborate feature. Collaborate is a feature that enables internal communication and collaboration among users within an organization using Genesys Cloud CX. Collaborate provides various features and functions for users to interact with each other in real time or asynchronously, such as:
Text Chat
Video Chat
Content Management
Group Messaging
Presence Indicators
AI Chat is a feature that enables external communication and automation using artificial intelligence (AI) powered chatbots or voicebots. AI Chat provides various features and functions for customers to interact with chatbots or voicebots using natural language processing (NLP) and machine learning (ML), such as:
Intent Recognition
Entity Extraction
Sentiment Analysis
Conversation Flow
Knowledge Base
質問 # 51
次のコンポーネントのうち、スクリプトに追加できるものはどれですか? (4 つ選択してください。)
- A. ウェブページ
- B. 画像
- C. チェックボックス
- D. テキスト
- E. コールフロー
正解：A、B、C、D
質問 # 52
キューはどのコンテナで利用できますか?
- A. テレフォニー
- B. ルーティング
- C. コンタクトセンター
- D. 統合
正解：B
解説：
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. Reference: https://help.mypurecloud.com/articles/routing-overview/ https://help.mypurecloud.com/articles/admin-menu-overview/
質問 # 53
キューのパフォーマンス ビューを最も適切に定義するものは次のどれですか。
- A. サービス レベル %、放棄 %、待機中の顧客、アクティブなエージェントなどのリアルタイムおよび履歴メトリックを表示するために使用されます。
- B. 履歴データのみを表示するために使用されます。
- C. リアルタイムのコンタクト センター メトリックを監視するために使用されます。
- D. ステータス、ステータス時間、応答した通話、平均通話時間、平均 ACW などのリアルタイム メトリックを表示するために使用されます。
正解：A
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 # 54
通話録音はどこで有効にできますか?
- A. 電話
- B. エッジとエダエグループ
- C. トランクス
正解：B
解説：
Call recording in Genesys Cloud CX can be enabled at the level of Edges and Edge Groups. Edges are the appliances that provide connectivity to the public switched telephone network (PSTN) and VoIP services, while Edge Groups are collections of these Edges. By enabling call recording at this level, organizations can ensure that inbound and outbound interactions are recorded for quality assurance, compliance, and training purposes. This setup allows for centralized management of recording policies and storage, ensuring consistency across the organization.
質問 # 55
外部トランクを作成するときに、次のプロトコルのうちどれを選択できますか? (3 つ選択してください。)
- A. デフォルトのプロトコル
- B. SIP
- C. UDP
- D. TLS
- E. TCP
正解：C、D、E
解説：
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. Reference: https://help.mypurecloud.com/articles/external-trunk-settings/ https://doc.didww.com/integrations/genesys/index.html
質問 # 56
キューを設定するときに設定できるオプションはどれですか? (2 つ選択してください。)
- A. ACDスキル
- B. アラートタイムアウト
- C. ラップアップコード
- D. 利用率
- E. インバウンドフロー
正解：C、D
解説：
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. Reference: 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 # 57
次の Genesys Cloud CX 機能のうち、十分な数のエージェントが適切なタイミングで適切な場所にいることを保証するのに役立つものはどれですか?
- A. レポートと分析
- B. ルーティング
- C. キュー管理
- D. 人材管理
正解：D
解説：
Reference:
Workforce Management is a feature that helps ensure that enough agents are in the right place at the right time. Workforce Management allows administrators to forecast staffing needs based on historical data and trends, create schedules that optimize agent availability and preferences, monitor agent adherence and performance in real time, and adjust schedules as needed. Reference: https://help.mypurecloud.com/articles/about-workforce-management/ https://help.mypurecloud.com/articles/workforce-management-overview/
質問 # 58
次のどれが Genesys Cloud CX コンタクト センターの機能ではありませんか?
- A. 品質管理
- B. 自動コール分配
- C. 人材管理
- D. 人材管理
正解：D
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 # 59
次の Genesys Cloud CX 構成オプションのどれが、特定のメーカーとモデルの電話機がすべて同じ設定で展開されるようにする方法を提供しますか?
- A. マネージドIP電話
- B. デフォルトのステーション構成
- C. 基本設定
- D. IP 電話テンプレート
正解：D
解説：
IP Phone Templates in Genesys Cloud CX provide a standardized way to configure and deploy phones of a specific make and model with the same settings across the organization. This feature ensures consistency and efficiency in phone deployment, reducing the complexity of individually configuring each phone and ensuring that all necessary settings are uniformly applied.
質問 # 60
DID番号はどこに割り当てられますか？3つの回答を選択してください
- A. 電話
- B. 人
- C. エッジ
- D. キュー
- E. 外部トランク
- F. コールフロー
正解：B、D、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 # 61
ACD 評価方法「Best Available Skills」を最もよく定義するものは次のどれですか?
- A. 最初に利用可能なエージェントを探し、スキル要件を無視します
- B. 要求されたスキルをすべて備えた最初の利用可能なエージェントと対話を一致させます。
- C. 最初の100人のエージェントを評価して、平均熟練度評価が最も高いエージェントを見つけます。
- D. 平均は、要求されたスキルごとにエージェントの熟練度評価を使用して計算されます。
正解：C
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 # 62
エージェントの評価スコア、評価アクティビティ、調整アクティビティをリアルタイムで確認できる場所はどこですか?
- A. 管理 > コンタクトセンター
- B. 管理 > 品質
- C. パフォーマンス > ワークスペース > ダッシュボード
- D. パフォーマンス > 概要 (評価)
正解：D
解説：
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. Reference: https://help.mypurecloud.com/articles/about-evaluations/ https://help.mypurecloud.com/articles/evaluations-overview/
質問 # 63
ビューからデータをエクスポートするにはどのようなオプションがありますか? 2 つの回答を選択してください
- A. テキスト
- B. DOCX
- C. PDF
- D. チャット
- E. CSV
正解：C、E
解説：
When exporting data from views in Genesys Cloud CX, users have several format options. Among these, PDF and CSV are commonly available choices for exporting data. PDF format is useful for creating ready-to-share documents that preserve the layout and formatting of the view, while CSV format is ideal for data manipulation and analysis in spreadsheet applications, allowing for further data processing and insights.
質問 # 64
次のどのタイプのインタラクションを記録ポリシーに設定できますか?
- A. チャット
- B. 上記のすべて
- C. メッセージ
- D. コール
- E. メール
正解：B
解説：
Reference:
All types of interactions (Call, Chat, Email, Message) can be configured for Recording Policies. Recording Policies allow administrators to define when and how interactions are recorded based on various criteria, such as queue membership, direction (inbound or outbound), media type (voice or screen), etc. Reference: https://help.mypurecloud.com/articles/about-recording-policies/ https://help.mypurecloud.com/articles/create-a-recording-policy/
質問 # 65
アメリアは組織内の部署を変更し、新しいマネージャーが就任しました。現在、Genesys Cloud CX は HR システムと同期されていません。
Genesys Cloud CX で彼女のレポート構造を更新するには、どのような手順を踏む必要がありますか?
- A. 同僚を更新します。Genesys Cloud CX はその後、彼女のマネージャーを自動的に更新します。
- B. プロファイル内のマネージャーを更新します。Genesys Cloud CX は階層内の彼女の位置を自動的に更新します。
- C. プロフィール内のマネージャーと同僚を更新します。
- D. 何もしないでください。Genesys Cloud CX がすべてを自動的に更新します。
正解：B
解説：
The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager. Reference: https://help.mypurecloud.com/articles/change-a-users-manager/ https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
質問 # 66
新しいユーザーにはどのロールが自動的に割り当てられますか?
- A. ユーザー
- B. 従業員
- C. 管理者
- D. コミュニケーション - ユーザー
正解：D
解説：
The role that is automatically assigned to a new user is Communicate - User. This role grants basic permissions for using Genesys Cloud CX features such as chat, email, phone calls, etc. This role also determines the license type for the new user, which is Communicate - User license by default. Reference: https://help.mypurecloud.com/articles/add-a-user/ https://help.mypurecloud.com/articles/communicate-user-role/
質問 # 67
スクリプトに関する次の記述のうち正しいものはどれですか?
- A. スクリプトは発信ダイヤル キャンペーンにのみ使用できます。
- B. スクリプトはあらゆる種類のインタラクションで使用できます。
- C. スクリプトはインバウンドインタラクションにのみ使用できます。
- D. スクリプトは、Architect のセットアップ時にフローを構成するためにのみ使用されます。
正解：B
解説：
Scripts are tools that help agents handle interactions more efficiently and consistently. Scripts can be used in all types of interactions, such as voice, chat, email, etc. Scripts can provide guidance, information, or questions for the agents to use during an interaction. Scripts can also include dynamic content, such as data actions, web pages, images, etc. Reference: https://help.mypurecloud.com/articles/about-scripts/ https://help.mypurecloud.com/articles/create-a-script/
質問 # 68
ユーザーに内線番号を割り当てるには、まず __________ する必要があります。
- A. ユーザーの電話に内線番号を割り当てます。
- B. ダイヤル プランに内線番号を追加します。
- C. 拡張機能のプールを作成します。
- D. キャリアから内線番号を購入します。
正解：C
解説：
To assign extensions to users, you must first create a pool of extensions. Extensions are numbers that identify users within your phone system. You can create a pool of extensions by specifying a range of numbers that are available for assignment. You can then assign extensions to users individually or in bulk from the Users page in Genesys Cloud CX Admin. Reference: https://help.mypurecloud.com/articles/create-a-pool-of-extensions/ https://help.mypurecloud.com/articles/assign-extensions-to-users/
質問 # 69
現在、スプレッドシートを使用してすべてのエージェントのスケジュールを管理しています。このスプレッドシートには、各エージェントがいつ作業しているか、いつ休憩しているか、会議やその他のイベントでキューから離れる時間などが表示されます。これらをより簡単かつ自動化された方法で管理したいと考えています。
スプレッドシートのスケジュールを置き換えて自動化するために使用できる Genesys Cloud CX コンタクト センター機能はどれですか?
- A. Genesys Cloud CX レポートと分析
- B. Genesys Cloud CX API
- C. Genesys Cloud CX アーキテクト
- D. Genesys Cloud CX ワークフォース管理
正解：D
解説：
Genesys Cloud CX Workforce Management is a feature that can replace and automate the spreadsheet schedule. Workforce Management is a system that helps contact center managers and supervisors plan and optimize agent schedules based on various factors, such as forecasted workload, agent availability, skills, preferences, etc. Workforce Management can also track and monitor agent adherence and performance in real time and provide reports and analytics on various metrics. Reference: https://help.mypurecloud.com/articles/about-workforce-management/ https://help.mypurecloud.com/articles/workforce-management-overview/
質問 # 70
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