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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Workforce Management Overview | - WFM concepts in contact centers
|
| Forecasting and Planning | - Demand forecasting
|
| Reporting and Analytics | - WFM reporting
|
| Adherence and Performance Management | - Performance metrics
|
| Scheduling | - Schedule generation
|
| Intraday Management | - Real-time monitoring
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:
A) To adjust historical data for call volume
B) To review adherence after a shift ends
C) To track agent certifications
D) To monitor agent adherence in real-time
2. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Shift Configuration
B) Schedule Settings
C) Activity Codes
D) Adherence Tracking
3. In Genesys Cloud, a load-based schedule is generated based on:
Response:
A) Quality monitoring data
B) Agent skill levels
C) Anticipated call volume and demand
D) Adherence history
4. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:
A) False
B) True
5. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
A) Allows agents to exchange shifts with manager approval
B) Allows agents to exchange shifts with each other
C) Ensures scheduling meets service goals
D) Reduces adherence penalties for agents
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: A,B |
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