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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Adherence and Performance Management | - Agent adherence
|
| Topic 2: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 3: Intraday Management | - Intraday adjustments
|
| Topic 4: Scheduling | - Schedule generation
|
| Topic 5: Forecasting and Planning | - Demand forecasting
|
| Topic 6: Reporting and Analytics | - WFM reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:
- A. Time-Off Requests Page
- B. Schedule Editor
- C. Queue Assignment
- D. Management Unit
Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:
- A. Real-Time Shift Monitor
- B. Schedule Reset
- C. Adherence Tracking
- D. Swap Shifts
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
- A. Define business hours
- B. Assign a queue for call routing
- C. Set activity codes
- D. Configure a management unit
Which role typically has permission to create and configure a business unit?
Response:
- A. Customer Service Manager
- B. Agent
- C. Workforce Administrator
- D. Quality Assurance Specialist
What is the forecast source data used for in Genesys Cloud?
Response:
- A. To analyze agent performance trends
- B. To provide real-time call metrics
- C. To create backup schedules for agents
- D. To predict future call patterns based on historical data
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