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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:
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
Correct Answer: B 🗳️
In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:
- A. True
- B. False
Correct Answer: B 🗳️
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
Correct Answer: C,D 🗳️
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
Correct Answer: D 🗳️
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
Correct Answer: D 🗳️
