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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Performance Optimization | - Analytics and Reporting
|
| Topic 2: Business Unit Configuration | - Business Structure Setup
|
| Topic 3: Scheduling Management | - Schedule Operations
|
| Topic 4: Adherence and Intraday Monitoring | - Monitoring Activities
|
| Topic 5: Forecasting and Planning | - Forecast Operations
|
| Topic 6: Workforce Management Fundamentals | - WFM Concepts
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which two features are accessible within the forecast editor?
(Choose two)
Response:
A) Adjusting forecasted call volumes
B) Modifying forecast data based on trends
C) Adding historical adherence data
D) Setting agent skill priorities
2. In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:
A) Delay the decision until another agent can cover the shift
B) Approve the request without changes
C) Approve the request but remove the agent from other shifts
D) Deny the request and provide a reason for unavailability
3. Which of the following is NOT a component of a management unit?
Response:
A) Queue Assignment
B) Schedule Forecasting
C) Service Goal Template
D) Agent Group
4. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:
A) Queue Assignment
B) Management Unit
C) Time-Off Requests Page
D) Schedule Editor
5. When setting up a work plan, which setting allows you to configure shift activities?
Response:
A) Activity Code Manager
B) Shift Configurator
C) Work Plan Editor
D) Schedule Editor
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: C |
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