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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Forecasting and Planning | - Forecast Operations
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Business Unit Configuration | - Business Structure Setup
|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which two features are provided in the historical adherence view?
(Choose two)
Response:
A) Configuring future adherence targets
B) Tracking adherence over a specific period
C) Real-time agent tracking
D) Identifying trends in agent availability
2. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:
A) False
B) True
3. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:
A) To manage adherence reports
B) To track agent skills and certifications
C) To configure quality monitoring for interactions
D) To create and adjust agent schedules based on business needs
4. Which activity code type is typically used for non-customer-facing tasks?
Response:
A) Productive
B) Non-Productive
C) Adherence-Based
D) Call Handling
5. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:
A) Real-time adherence settings
B) Agent skill level allocation
C) Daily shift start and end times
D) Activity codes for task identification
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C,D |
