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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Business Unit Configuration | - Business Structure Setup
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Forecasting and Planning | - Forecast Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
- A. Check for scheduling conflicts
- B. Add an approval signature
- C. Verify agent login times
- D. Ensure activities align with business needs
Correct Answer: A,D 🗳️
Who has the necessary permissions to cancel time-off requests?
Response:
- A. Administrator
- B. Agent
- C. User
- D. Supervisor
Correct Answer: B 🗳️
Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:
- A. Validate agent certifications
- B. Add a forecast modification
- C. Configure service level goals
- D. Analyze historical call patterns
Correct Answer: B,D 🗳️
Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:
- A. Weekly adherence reports
- B. Agent logins for the day
- C. Adherence to scheduled tasks
- D. Agent breaks and lunch activities
Correct Answer: C,D 🗳️
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:
- A. Service Level Adjustment
- B. Forecast Modification
- C. Schedule Editor
- D. Adherence Tracker
Correct Answer: B 🗳️
