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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Business Unit Configuration | - Business Structure Setup
|
| Forecasting and Planning | - Forecast Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Scheduling Management | - Schedule Operations
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:
A) Real-time adherence settings
B) Activity codes for task identification
C) Agent skill level allocation
D) Daily shift start and end times
2. Which two components are configured in a service goal template?
(Choose two)
Response:
A) Service Level
B) Average Handle Time
C) Forecast Editor
D) Call Volume Reports
3. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:
A) Configure service level goals
B) Add a forecast modification
C) Analyze historical call patterns
D) Validate agent certifications
4. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:
A) False
B) True
5. The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:
A) Agents who handle non-voice interactions
B) Agents who handle multiple interaction types
C) Agents who handle outbound interactions
D) Agents who only take calls
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A,B | Question # 3 Answer: B,C | Question # 4 Answer: B | Question # 5 Answer: B |
Noel -
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