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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Scheduling | - Schedule optimization
|
| Topic 2: Forecasting and Planning | - Demand forecasting
|
| Topic 3: Adherence and Performance Management | - Performance metrics
|
| Topic 4: Reporting and Analytics | - WFM reporting
|
| Topic 5: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 6: Intraday Management | - Intraday adjustments
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
A. Modifying forecast data for future adherence planning
B. Directly adjusting future agent schedules
C. Identifying recurring non-adherence trends
D. Analyzing adherence at specific times of day
Question 2
In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:
A. Agent pay rates
B. Agent adherence consistency
C. Weekly call volume changes
D. Trends in adherence deviations
Question 3
In the real-time adherence view, a red indicator typically signifies:
Response:
A. An agent is on break
B. An agent is currently unavailable for calls
C. The schedule has ended
D. An agent is not adhering to their scheduled activities
Question 4
Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:
A. Viewing specific deviations from the schedule
B. Adjusting the agent's schedule within the adherence view
C. Sending a notification to the non-adherent agent
D. Logging adherence changes automatically in the forecast data
Question 5
Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:
A. Monitor call quality
B. Create schedules
C. Define the maximum work hours for agents
D. Assign phone numbers to agents
Solutions:
| Question 1 Answer: C,D | Question 2 Answer: B,D | Question 3 Answer: D | Question 4 Answer: A,C | Question 5 Answer: B,C |
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