[2024年09月] を試そう！リアルGCP-GCX問題集で100%無料GCP-GCX試験問題集 [Q71-Q93]

[2024年09月] を試そう！リアルGCP-GCX問題集で100%無料GCP-GCX試験問題集

GCP-GCXのPDF問題集試験問題 有効なGCP-GCX問題集

質問 # 71
You are preparing to deploy Genesys Cloud CX and need to order trunks.
Where can you find guidelines on PSTN carrier requirements?

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

正解：C

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 # 72
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. Configuring trunks to identify premium-rate numbers.
• D. Specifying the premium-rate numbers you would like to restrict access to, while subscribing to Genesys Cloud CX.

正解：A

質問 # 73
Which of the following best defines the performance view for Queues?

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

正解：D

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 # 74
User Status Detail report includes specifics about queue activity such as interacting, idle, and not responding.

• A. False
• B. True

正解：A

解説：
Explanation
The User Status Detail report does not include specifics about queue activity such as interacting, idle, and not responding. The User Status Detail report shows various metrics related to user status and availability, such as on queue time, off queue time, break time, login/logout details, etc. To view specifics about queue activity for users or agents, you can use other reports such as Queue Activity Export Report or Queue Performance Summary Report. References: https://help.mypurecloud.com/articles/user-status-detail-report/
https://help.mypurecloud.com/articles/queue-activity-export-report/
https://help.mypurecloud.com/articles/queue-performance-summary-report/

質問 # 75
Where can you add preconfigured settings to the phones?

• A. Admin > Telephone > Phone Management > Calls
• B. Admin > Telephone > Phone Management > Base Settings
• C. Admin > Telephone > Phone Management > Phones

正解：B

解説：
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. Reference: https://help.mypurecloud.com/articles/base-settings-overview/ https://help.mypurecloud.com/articles/create-a-base-settings-profile/

質問 # 76
Genesys Cloud CX ACD assigns interactions to the most appropriate agent available.
Which of the following attributes is used to determine the best available agent? (Choose three.)

• A. Time since last ACD interaction
• B. Additional attribute ratings
• C. Staffing requirements
• D. ACD skills
• E. Language skills

正解：C、D、E

質問 # 77
Select all available options for adding widgets to a performance dashboard. (Choose four.)

• A. Grid
• B. Interaction
• C. Metric
• D. Text
• E. Agent Status
• F. Chart

正解：A、C、D、F

解説：
Grid, Text, Metric, and Chart are four available options for adding widgets to a performance dashboard. A widget is a component that displays data in a specific format on a performance dashboard. You can add different types of widgets to customize your dashboard and show the data that you need. The other available options for adding widgets are Agent Status and Web Content. Reference: https://help.mypurecloud.com/articles/add-widgets-to-a-performance-dashboard/ https://help.mypurecloud.com/articles/widget-types/

質問 # 78
A dynamic report on Genesys Cloud CX is a customizable report that allows the user to select the data and metrics that they want to include in the report and how it is presented

• A. False
• B. True

正解：B

解説：
Dynamic reports in Genesys Cloud CX are indeed customizable, allowing users to select the specific data and metrics they wish to include in the report and to determine how this information is presented. This feature provides flexibility and personalization in reporting, enabling users to focus on the information that is most relevant to their roles and objectives, thereby enhancing the analysis and decision-making process.

質問 # 79
To assign extensions to users, you must first __________.

• A. Assign the extension to the user's phone.
• B. Add the extension to the dial plan.
• C. Buy the extension number from the carrier.
• D. Create a pool of extensions.

正解：D

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 # 80
Where can call recording be enabled?

• A. Phones
• B. Edges and Edae Group
• C. Trunks

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 # 81
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)

• A. Schedules
• B. Forecast simulator
• C. Short-Term Forecasts
• D. Long-Term Forecasts

正解：A、C、D

質問 # 82
Which embedded clients does Genesys Cloud CX support? Choose 2 answers

• A. Zoho
• B. Salesforce
• C. Zendesk
• D. Oracle

正解：B、C

解説：
Genesys Cloud CX supports integration with various CRM systems to enhance customer interactions by providing agents with comprehensive customer information directly within their workspace. Among the available integrations, Salesforce and Zendesk are notable for their seamless integration capabilities with Genesys Cloud CX, allowing agents to access customer data, log interactions, and manage customer relationships efficiently within the embedded clients. This integration facilitates improved customer service and personalized interactions by leveraging the rich functionalities of Salesforce and Zendesk within the Genesys Cloud environment.

質問 # 83
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)

• A. It manages the Genesys Cloud CX platform services.
• B. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
• C. It provides core telephony services.
• D. It provides for the integration of Active Directory, SharePoint, and other third-party data.
• E. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.

正解：B、C、E

質問 # 84
Which of the following is not a Quality Management feature?

• A. Scheduling
• B. Interaction Recording
• C. Evaluation Forms
• D. Policies

正解：A

解説：
Scheduling is not a Quality Management feature. Quality Management is a feature that allows supervisors and quality evaluators to monitor, evaluate, and improve the quality of agent interactions. Quality Management includes features such as Evaluation Forms, Policies, Interaction Recording, Calibration Sessions, etc. Reference: https://help.mypurecloud.com/articles/about-quality-management/ https://help.mypurecloud.com/articles/quality-management-overview/

質問 # 85
Where can DID Numbers be assigned to? Choose 3 answers

• A. Person
• B. External Trunk
• C. Edge
• D. Queue
• E. Call Flow
• F. Phone

正解：A、D、E

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 # 86
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 may have deleted the icon.
• B. The user's phone is unplugged.
• C. The user is not assigned the appropriate role.
• D. The phone number is being used by a different user.

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 # 87
What are the two methods to create a conference call in Genesys Cloud CX? (Choose two.)

• A. Click the Conference button in Genesys Cloud CX directory, and then enter the names or phone numbers of the attendees.
• B. 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.
• C. Have all attendees call you. When all calls are active, click the Start Conference button.
• D. With multiple active calls, click and drag an unselected call onto the previously selected call details.

正解：C、D

解説：
Reference:
There are two methods to create a conference call in Genesys Cloud CX:
With multiple active calls, click and drag an unselected call onto the previously selected call details.
Have all attendees call you. When all calls are active, click the Start Conference button.
These methods allow you to create a conference call with up to six participants (including yourself). You can also use other features during a conference call, such as mute, hold, transfer, etc. Reference: https://help.mypurecloud.com/articles/create-a-conference-call/ https://help.mypurecloud.com/articles/conference-call-controls/

質問 # 88
Select the reasons behind a user not receiving calls through their assigned DID number or extension. (Choose two.)

• A. The DID number and extension are considered the same numbers and entered into the same phone.
• B. The user does not have the proper license type, roles, and permissions.
• C. The DID number and the extension do not have the same last 4 digits.
• D. The DID number and extension are not listed in the DID or extension pools.

正解：B、D

質問 # 89
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?

• A. IVR
• B. Disconnect
• C. Flow-outs
• D. Abandon

正解：C

解説：
Explanation
Flow-outs is the terminology used to describe calls that enter and exit the queue without being handled or terminated in Genesys Cloud CX Performance menu. A flow-out is a call that was offered to a queue or an agent group, but exited the queue or the agent group before reaching an agent or being abandoned by the caller. A flow-out can occur for various reasons, such as:
* The call was transferred to another queue or resource group by a routing strategy
* The call was transferred to voicemail after a timeout by a routing strategy
* The call was handled by an IVR or a bot without reaching an agent
Flow-outs can affect various metrics in Genesys Cloud CX Performance menu , such as :
* Flow-out Count : The number of calls that flowed out of a queue or an agent group during a specified period of time .
* Flow-out Rate : The percentage of calls that flowed out of a queue or an agent group during a specified period of time .
* Service Level : The percentage of calls that were answered within a target time threshold during a specified period of time .
References: https://help.mypurecloud.com/glossary/flow-out/
https://help.mypurecloud.com/articles/why-does-the-offered-metric-not-always-equal-the-answered-plus-abando

質問 # 90
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 # 91
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

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

正解：B、E

解説：
Explanation
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. References: 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 # 92
Which of the following Genesys Cloud CX features helps ensure that enough agents are in the right place at the right time?

• A. Reporting and Analytics
• B. Queue Management
• C. Workforce Management
• D. Routing

正解：C

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 # 93
......

究極のGCP-GCX無料準備ガイド最新のGenesys練習テスト問題集：https://www.passtest.jp/Genesys/GCP-GCX-shiken.html

今すぐゲットせよ！高評価Genesys GCP-GCX試験問題集：https://drive.google.com/open?id=1YyEK6JnZUMgKZkuWc6pHphVPJ_8viHii