2025年06月 Genesys GCP-GCX日本語実際の問題とブレーン問題集
GCP-GCX日本語合格させる問題集でGenesys24時間で試験合格できます
質問 # 81
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. 利用率
- B. ラップアップコード
- C. インバウンドフロー
- D. ACDスキル
- E. アラートタイムアウト
正解：A、B
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 # 82
番号計画に関して正しくない記述はどれですか?
- A. 組織の要件に基づいて番号計画を追加または変更できます。
- B. 加入者と電話エンドポイントに電話番号が割り当てられる通信方式です。
- C. 手動で作成する必要があります。
- D. 番号計画はダイヤル プランとも呼ばれます。
正解：C
解説：
It has to be created manually is not a true statement regarding numbering plan in Genesys Cloud CX Telephony Admin menu. A numbering plan is a telecommunication scheme that assigns telephone numbers to subscribers and telephony endpoints in Genesys Cloud CX. A numbering plan can also define various aspects of call routing, such as:
How many digits are required to dial a destination number
Which digits are used to identify a country code, area code, or extension Which digits are used to access an outside line or an operator Which digits are used to indicate an emergency number or a special service A numbering plan does not have to be created manually in Genesys Cloud CX Telephony Admin menu . Genesys Cloud CX provides a set of default number plans that work for most users . You can also add and modify number plans with the following procedure . The Number Plan information page provides more details on the Genesys Cloud CX number plan implementation . Reference: https://help.mypurecloud.com/articles/number-plan-information/ https://help.mypurecloud.com/articles/add-number-plan/
質問 # 83
カルロスは、カスタマー サービス コールを処理するエージェントのグループに関するデータを抽出し、そのパフォーマンスを追跡する必要がある管理者です。これらの統計により、平均処理時間を見積もることができます。
次の選択肢のうちどれが彼の任務遂行に役立つでしょうか?
- A. ドキュメント
- B. アクティビティ
- C. ワークスペース
- D. ディレクトリ
正解：C
解説：
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. Reference: https://help.mypurecloud.com/articles/about-activity/ https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
質問 # 84
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. AI
- B. デジタル
- C. VR
- D. 人材管理
- E. 従業員エンゲージメント
正解：A、B、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 # 85
リストから正しいテレフォニー接続オプションを選択します。
3つの回答を選択してください
- A. AWS ブリッジ
- B. 外部ゲートウェイ
- C. Genesys Cloud CX 音声
- D. BYOCクラウド
- E. BYOC施設
正解：C、D、E
解説：
Genesys Cloud CX offers various telephony connection options to accommodate different deployment and operational needs. "Genesys Cloud CX Voice" is the native telephony service, "BYOC Cloud" allows for the use of external cloud carriers, and "BYOC Premises" enables connection to traditional on-premises telephony infrastructure. These options provide flexibility in telephony integration and call management.
質問 # 86
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. キュー管理
- B. ルーティング
- C. 人材管理
- D. レポートと分析
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 # 87
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. 統合
- C. コンタクトセンター
- D. ルーティング
正解：D
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 # 88
正規表現を使用して番号プランを作成できます
- A. .偽
- B. 真
正解：B
解説：
Genesys Cloud CX allows for the use of Regular Expressions in the creation of Number Plans. This capability provides a powerful and flexible way to define and manage dialing patterns and rules within the system, enabling complex call routing strategies and ensuring that calls are handled in the most efficient manner possible.
質問 # 89
管理ユニットに関して正しくない記述はどれですか?
- A. 管理ユニットは、エージェントとインタラクションを論理グループに分割します。
- B. グループのスケジュールを作成、管理、表示するのに役立ちます。
- C. 同じ一連のインタラクションを処理するエージェントは、同じ管理ユニットに属する必要があります。
- D. 1 つの管理ユニットに追加できるエージェントは最大 100 個です。
正解：D
解説：
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. Reference: https://help.mypurecloud.com/glossary/management-unit/ https://help.mypurecloud.com/articles/create-a-management-unit/
質問 # 90
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. 外部トランク
- B. 電話トランク
- C. WebRTC 電話トランク
- D. ネットワークインターフェーストランク
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 # 91
Genesys Cloud CX 通話録音はデフォルトでどこに保存されますか?
- A. エッジ
- B. クラウド
- C. AWS クラウド
- D. Web サービス
正解：C
解説：
Reference:
Genesys Cloud CX call recordings are stored by default in the cloud storage provided by Genesys Cloud CX. Administrators can also configure external storage options for call recordings, such as AWS S3 buckets or web services. Reference: https://help.mypurecloud.com/articles/about-call-recording-storage/ https://help.mypurecloud.com/articles/configure-external-storage-for-call-recordings/
質問 # 92
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. コールフロー
- C. エッジ
- D. 外部トランク
- E. 人
- F. キュー
正解：B、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 # 93
Genesys Cloud CX には、事前定義された番号プランと発信ルートのセットが付属しています。ユーザーは新しい番号プランと発信ルートをカスタマイズすることはできません。
- A. .偽
- B. 真
正解：A
解説：
Genesys Cloud CX provides the flexibility to customize telephony configurations, including the creation of new number plans and outbound routes. This allows organizations to tailor their telephony setup to their specific operational needs and call routing strategies, ensuring optimal call management and efficiency.
質問 # 94
Genesys Cloud CX Collaborateは、最大_____人までのビデオチャットを同時にサポートします
- A. 0
- B. 1
- C. 2
- D. 3
正解：B
解説：
Genesys Cloud CX Collaborate is a feature within the platform that supports real-time communication and collaboration among users, including video chat capabilities. As of the latest documentation, Genesys Cloud CX Collaborate supports video chat with up to 8 people simultaneously. This feature facilitates effective team collaboration and communication, allowing team members to engage in video conferences and meetings directly within the Genesys Cloud environment, enhancing teamwork and decision-making processes.
質問 # 95
スクリプトに変数を追加することはできません。
- A. .偽
- B. 真
正解：A
解説：
You can add variables to a script. A variable is a placeholder for a value that can change during the execution of a script. Variables can store various types of data, such as text, numbers, booleans, etc. You can use variables to display or collect information in a script, such as customer name, account number, order status, etc. You can create your own custom variables or use built-in variables that are provided by Genesys Cloud CX. Reference: https://help.mypurecloud.com/articles/about-variables-and-expressions/ https://help.mypurecloud.com/articles/add-script-variable/ https://help.mypurecloud.com/articles/built-in-script-variables/
質問 # 96
既読のアラートは、まだアクティブであってもアラート数には含まれません。
- A. .偽
- B. 真
正解：A
解説：
Alerts that have been read are still included in the alert count, even if they are still active. Alerts are notifications that inform you of important events or issues that require your attention in Genesys Cloud CX. Alerts appear as icons with a number indicating the alert count on the top right corner of the Genesys Cloud CX window. You can click on an alert icon to see more details about the alert and take action if needed. However, clicking on an alert icon does not remove it from the alert count unless you resolve or dismiss the alert. Reference: https://help.mypurecloud.com/articles/about-alerts/ https://help.mypurecloud.com/articles/view-and-manage-alerts/
質問 # 97
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. 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。
- 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
- D. 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。
正解：D
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 # 98
Genesys Cloud CXは、エクスポートされたファイルを作成後1週間で受信トレイから自動的に削除します。
- A. .偽
- B. 真
正解：A
解説：
Genesys Cloud CX does not automatically delete exported files from the inbox after a week. Users are responsible for managing their files, including the deletion of exported files when they are no longer needed. This approach gives users control over their data and ensures that important files are not inadvertently lost.
質問 # 99
Genesys Cloud CX ACD は、利用可能な最も適切なエージェントにインタラクションを割り当てます。
利用可能な最適なエージェントを決定するために使用される属性は次のどれですか? (3 つ選択してください。)
- A. 言語スキル
- B. ACDスキル
- C. 最後のACDインタラクションからの時間
- D. 人員要件
- E. 追加の属性評価
正解：A、B、E
解説：
Language skills, additional attribute ratings, and ACD skills are three attributes that are used to determine the best available agent for an interaction in Genesys Cloud CX ACD. These attributes are ratings that indicate an agent's proficiency or preference for handling certain types of interactions or customers. For example:
Language skills indicate an agent's ability to speak or write in different languages.
Additional attribute ratings indicate an agent's knowledge or experience with specific products, services, topics, etc.
ACD skills indicate an agent's capability or willingness to handle different media types or queues.
Genesys Cloud CX ACD 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-additional-attribute-ratings-to-an-agent-profile/ https://help.mypurecloud.com/articles/add-acd-skills-to-an-agent-profile/
質問 # 100
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. 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。
- B. 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。
- C. 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。
- D. プロフィール内のマネージャーと同僚を更新します。
正解：A
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 # 101
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