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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Genesys Cloud CX Development | - Custom applications - API design and implementation - Building custom features and integrations - Workflow development | |
| Topic 2: Genesys Cloud CX Architecture | - System design and integration strategy - Infrastructure components - Platform deployment models | |
| Topic 3: Genesys Cloud CX Reporting and Analytics | 20% | - Custom report building - Trend identification - Data-driven recommendations - Performance metrics analysis - Dashboard interpretation |
| Topic 4: Implementation | 40% | - Customer service strategy alignment - Workflow setup and best practices - Routing configuration - Integrations with organizational goals |
| Topic 5: Genesys Cloud CX Administration | 40% | - Governance policies - Contact center configuration - Security and permissions management - User setup and management |
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質問 # 63
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
正解：C
解説：
Explanation
Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data.
For example:
* Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count.
Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
References: https://help.mypurecloud.com/articles/how-reporting-works/
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/reports-overview/
質問 # 64
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
正解：A
解説：
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. Reference: https://help.mypurecloud.com/articles/admin-role/ https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
質問 # 65
When you change an agent's queue status from On Queue to Off Queue, what is the agent's status displayed as in the view?
正解：D
解説：
When an agent's queue status is changed from On Queue to Off Queue in Genesys Cloud CX, their status is typically displayed as "Away" in the system views. This indicates that the agent is not currently available to handle new interactions in the queue, but it does not necessarily mean the agent is not working; they could be engaged in after-call work, training, or other non-queue activities.
質問 # 66
Which feature enables a voice interaction to interrupt an email interaction?
正解：C
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 # 67
Which of the following components can be added to scripts? (Choose four.)
正解：A、B、C、D
質問 # 68
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さらに、CertJuken GCP-GCXダンプの一部が現在無料で提供されています：https://drive.google.com/open?id=1TRm8msGd0BjjjAUEpqwF6_L7ddaOsuY8