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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Adherence and Performance Management | - Performance metrics
|
| Topic 2: Reporting and Analytics | - WFM reporting
|
| Topic 3: Intraday Management | - Intraday adjustments
|
| Topic 4: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 5: Scheduling | - Schedule generation
|
| Topic 6: Forecasting and Planning | - Demand forecasting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
- A. Schedule Settings
- B. Shift Configuration
- C. Adherence Tracking
- D. Activity Codes
Correct Answer: D 🗳️
What component would an IC administrator create first when setting up workforce management?
Response:
- A. Business Unit
- B. Shift Schedule
- C. Activity Code
- D. Management Unit
Correct Answer: A 🗳️
You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:
- A. Modify
- B. Add
- C. Create
- D. Generate
Correct Answer: D 🗳️
Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:
- A. A Score
- B. Skills
- C. Languages
- D. Desire to Use
Correct Answer: B,C 🗳️
The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:
- A. True
- B. False
Correct Answer: B 🗳️
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