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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Scheduling | - Schedule optimization
|
| Intraday Management | - Intraday adjustments
|
| Adherence and Performance Management | - Agent adherence
|
| Forecasting and Planning | - Capacity planning
|
| Reporting and Analytics | - WFM reporting
|
| Workforce Management Overview | - WFM concepts in contact centers
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question #1
What is the primary purpose of historical adherence in Genesys Cloud?
Response:
A. To assign agent roles based on skill level
B. To automatically adjust future schedules based on past adherence
C. To review adherence trends over past shifts and generate reports
D. To analyze real-time data and make immediate adjustments
Question #2
What is the primary use of intraday monitoring?
Response:
A. To monitor current day's adherence and activity
B. To view agent adherence on a weekly basis
C. To adjust agent roles
D. To compare adherence between departments
Question #3
Which of the following is NOT a component of a management unit?
Response:
A. Service Goal Template
B. Agent Group
C. Queue Assignment
D. Schedule Forecasting
Question #4
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
A. Ensures scheduling meets service goals
B. Allows agents to exchange shifts with manager approval
C. Reduces adherence penalties for agents
D. Allows agents to exchange shifts with each other
Question #5
In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:
A. False
B. True
Solutions:
| Question #1 Correct Answer: C | Question #2 Correct Answer: A | Question #3 Correct Answer: C | Question #4 Correct Answer: B,D | Question #5 Correct Answer: A |
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