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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Scheduling Management | - Schedule Operations
|
| Topic 2: Workforce Management Fundamentals | - WFM Concepts
|
| Topic 3: Adherence and Intraday Monitoring | - Monitoring Activities
|
| Topic 4: Business Unit Configuration | - Business Structure Setup
|
| Topic 5: Reporting and Performance Optimization | - Analytics and Reporting
|
| Topic 6: Forecasting and Planning | - Forecast Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
How long does it take for a load-based schedule to be generated?
Response:
- A. 15 minutes
- B. 5 minutes
- C. 20 minutes
- D. 10 minutes
Correct Answer: C 🗳️
What component would an IC administrator create first when setting up workforce management?
Response:
- A. Business Unit
- B. Activity Code
- C. Shift Schedule
- D. Management Unit
Correct Answer: A 🗳️
What is the primary use of intraday monitoring?
Response:
- A. To view agent adherence on a weekly basis
- B. To adjust agent roles
- C. To compare adherence between departments
- D. To monitor current day's adherence and activity
Correct Answer: D 🗳️
If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:
- A. False
- B. True
Correct Answer: B 🗳️
Choose the metrics available in service goal templates.
Response:
- A. Offered
- B. Average Handle Time
- C. Average Speed of Answer
- D. Abandonment Rate
Correct Answer: C,D 🗳️
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