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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Scheduling | - Schedule optimization
|
| Topic 2: Intraday Management | - Intraday adjustments
|
| Topic 3: Reporting and Analytics | - WFM reporting
|
| Topic 4: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 5: Adherence and Performance Management | - Agent adherence
|
| Topic 6: Forecasting and Planning | - Capacity planning
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:
- A. Start Time is Relative to Shift Start
- B. Daily Paid Time
- C. Copy Shifts to Days
- D. Counts as Work Time
Correct Answer: A 🗳️
Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
- A. Approve time-off requests
- B. View agent availability
- C. Synchronize time-off with adherence data
- D. Adjust adherence penalties
Correct Answer: A,C 🗳️
Which two features are accessible within the forecast editor?
(Choose two)
Response:
- A. Adding historical adherence data
- B. Modifying forecast data based on trends
- C. Adjusting forecasted call volumes
- D. Setting agent skill priorities
Correct Answer: B,C 🗳️
Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:
- A. Add a forecast modification
- B. Validate agent certifications
- C. Analyze historical call patterns
- D. Configure service level goals
Correct Answer: A,C 🗳️
Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:
- A. Real-time agent adherence
- B. Daily call volume predictions
- C. Daily agent activities and tasks
- D. Agent training schedules
Correct Answer: A,C 🗳️
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