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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Forecasting and Planning | - Forecast Operations
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Business Unit Configuration | - Business Structure Setup
|
| Scheduling Management | - Schedule Operations
|
| Workforce Management Fundamentals | - WFM Concepts
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:
- A. Generate load-based schedules based on call volume predictions
- B. Approve time-off requests directly in the Schedule Editor
- C. Customize shift start and end times for individual agents
- D. Set service goals for adherence tracking
Correct Answer: A,C 🗳️
In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:
- A. Time-Off Requests Page
- B. Queue Assignment
- C. Management Unit
- D. Schedule Editor
Correct Answer: A 🗳️
What is the purpose of the Schedule Editor in Genesys Cloud?
Response:
- A. To configure quality monitoring for interactions
- B. To create and adjust agent schedules based on business needs
- C. To manage adherence reports
- D. To track agent skills and certifications
Correct Answer: B 🗳️
Which of the following is NOT a component of a management unit?
Response:
- A. Service Goal Template
- B. Queue Assignment
- C. Agent Group
- D. Schedule Forecasting
Correct Answer: B 🗳️
In Genesys Cloud, a load-based schedule is generated based on:
Response:
- A. Anticipated call volume and demand
- B. Adherence history
- C. Agent skill levels
- D. Quality monitoring data
Correct Answer: A 🗳️
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