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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:
1. 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
2. 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
3. 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
4. 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
5. Choose the metrics available in service goal templates.
Response:
A) Offered
B) Average Handle Time
C) Average Speed of Answer
D) Abandonment Rate
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: C,D |
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