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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:
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
Correct Answer: C,D 🗳️
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
Correct Answer: B,D 🗳️
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
Correct Answer: D 🗳️
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
Correct Answer: A,C 🗳️
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
Correct Answer: B,C 🗳️
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