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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Workforce Management Fundamentals | - WFM Concepts
|
| Topic 2: Business Unit Configuration | - Business Structure Setup
|
| Topic 3: Adherence and Intraday Monitoring | - Monitoring Activities
|
| Topic 4: Reporting and Performance Optimization | - Analytics and Reporting
|
| Topic 5: Forecasting and Planning | - Forecast Operations
|
| Topic 6: Scheduling Management | - Schedule Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
The forecast editor in Genesys Cloud primarily serves which purpose?
Response:
A. To manage agent interactions
B. To handle quality assurance
C. To predict call volume and scheduling needs
D. To define agent skill levels
Question 2
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
A. Ensures scheduling meets service goals
B. Reduces adherence penalties for agents
C. Allows agents to exchange shifts with each other
D. Allows agents to exchange shifts with manager approval
Question 3
Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:
A. Daily Paid Time
B. Copy Shifts to Days
C. Counts as Work Time
D. Start Time is Relative to Shift Start
Question 4
Which of the following is a benefit of synchronizing time-off requests?
Response:
A. It modifies daily call volume predictions
B. It ensures requests align with agent skill levels
C. It updates activity codes
D. It integrates time-off with agent adherence data
Question 5
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A. Schedule Settings
B. Activity Codes
C. Adherence Tracking
D. Shift Configuration
Solutions:
| Question 1 Answer: C | Question 2 Answer: C,D | Question 3 Answer: D | Question 4 Answer: D | Question 5 Answer: B |
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