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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Business Unit Configuration | - Business Structure Setup
|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Forecasting and Planning | - Forecast Operations
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Workforce Management Fundamentals | - WFM Concepts
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:
A) Agent breaks and lunch activities
B) Weekly adherence reports
C) Agent logins for the day
D) Adherence to scheduled tasks
2. Choose the available metrics for forecasting methods.
Response:
A) Offered
B) Response Time
C) Average Handle Time
D) Answered
3. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:
A) To track agent skills and certifications
B) To manage adherence reports
C) To configure quality monitoring for interactions
D) To create and adjust agent schedules based on business needs
4. Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:
A) To manage agent schedules, forecasting, and adherence
B) To handle billing and financial records
C) To provide automated responses to customer inquiries
D) To create interactive dashboards for customer interactions
5. Which term describes the process of adjusting a schedule based on load demands?
Response:
A) Load-Based Scheduling
B) Forecast Scaling
C) Adherence Matching
D) Capacity Planning
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,C | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A |
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