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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Forecasting and Planning | - Forecast Operations
|
| Topic 2: Scheduling Management | - Schedule Operations
|
| Topic 3: Workforce Management Fundamentals | - WFM Concepts
|
| Topic 4: Reporting and Performance Optimization | - Analytics and Reporting
|
| Topic 5: Business Unit Configuration | - Business Structure Setup
|
| Topic 6: Adherence and Intraday Monitoring | - Monitoring Activities
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:
A) Assign to the Agent Manager
B) Validate and save the work plan
C) Submit for approval
D) Configure Real-Time Adherence
2. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:
A) True
B) False
3. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
A) Verify agent login times
B) Add an approval signature
C) Ensure activities align with business needs
D) Check for scheduling conflicts
4. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Adherence Tracking
B) Shift Configuration
C) Schedule Settings
D) Activity Codes
5. In the real-time adherence view, a red indicator typically signifies:
Response:
A) The schedule has ended
B) An agent is on break
C) An agent is currently unavailable for calls
D) An agent is not adhering to their scheduled activities
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C,D | Question # 4 Answer: D | Question # 5 Answer: D |
