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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Intraday Management | - Intraday adjustments
|
| Topic 2: Scheduling | - Schedule generation
|
| Topic 3: Adherence and Performance Management | - Agent adherence
|
| Topic 4: Forecasting and Planning | - Capacity planning
|
| Topic 5: Reporting and Analytics | - WFM reporting
|
| Topic 6: Workforce Management Overview | - WFM concepts in contact centers
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
What component would an IC administrator create first when setting up workforce management?
Response:
- A. Shift Schedule
- B. Management Unit
- C. Business Unit
- D. Activity Code
Correct Answer: C 🗳️
Which feature allows you to partition agents based on the types of interactions they handle?
Response:
- A. Service Goal Groups
- B. Workplans
- C. Forecast
- D. Management Units
Correct Answer: D 🗳️
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. Counts as Work Time
- B. Daily Paid Time
- C. Start Time is Relative to Shift Start
- D. Copy Shifts to Days
Correct Answer: C 🗳️
What is the primary purpose of historical adherence in Genesys Cloud?
Response:
- A. To review adherence trends over past shifts and generate reports
- B. To assign agent roles based on skill level
- C. To automatically adjust future schedules based on past adherence
- D. To analyze real-time data and make immediate adjustments
Correct Answer: A 🗳️
In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:
- A. Weekly call volume changes
- B. Agent adherence consistency
- C. Trends in adherence deviations
- D. Agent pay rates
Correct Answer: B,C 🗳️
