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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 2: Adherence and Performance Management | - Agent adherence
|
| Topic 3: Forecasting and Planning | - Capacity planning
|
| Topic 4: Reporting and Analytics | - WFM reporting
|
| Topic 5: Intraday Management | - Real-time monitoring
|
| Topic 6: Scheduling | - Schedule generation
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. 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
2. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
A) 25
B) 100
C) 50
D) 150
3. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:
A) Deny adherence exceptions
B) Edit individual agent shifts
C) Generate a load-based schedule
D) Approve quality control metrics
4. Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:
A) Swap Shifts
B) Adherence Tracking
C) Real-Time Shift Monitor
D) Schedule Reset
5. When we set the Activity Equivalency option to No, the agent is in adherence.
Response:
A) True
B) False
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B | Question # 3 Answer: B,C | Question # 4 Answer: A | Question # 5 Answer: B |
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