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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Performance Optimization | - Analytics and Reporting
|
| Topic 2: Forecasting and Planning | - Forecast Operations
|
| Topic 3: Workforce Management Fundamentals | - WFM Concepts
|
| Topic 4: Business Unit Configuration | - Business Structure Setup
|
| Topic 5: Adherence and Intraday Monitoring | - Monitoring Activities
|
| Topic 6: Scheduling Management | - Schedule Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. When setting up a work plan, which setting allows you to configure shift activities?
Response:
A) Schedule Editor
B) Work Plan Editor
C) Activity Code Manager
D) Shift Configurator
2. What component would an IC administrator create first when setting up workforce management?
Response:
A) Management Unit
B) Business Unit
C) Shift Schedule
D) Activity Code
3. In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:
A) Agent adherence consistency
B) Agent pay rates
C) Weekly call volume changes
D) Trends in adherence deviations
4. Which of the following is a benefit of synchronizing time-off requests?
Response:
A) It ensures requests align with agent skill levels
B) It integrates time-off with agent adherence data
C) It updates activity codes
D) It modifies daily call volume predictions
5. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:
A) Agent breaks and lunch activities
B) Agent logins for the day
C) Weekly adherence reports
D) Adherence to scheduled tasks
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A,D | Question # 4 Answer: B | Question # 5 Answer: A,D |
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