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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Forecasting and Planning | - Forecast Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Business Unit Configuration | - Business Structure Setup
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Scheduling Management | - Schedule Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
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. True
- B. False
In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:
- A. Real-Time Adherence View
- B. Adherence Dashboard
- C. Historical Adherence Report
- D. Agent Availability Tracker
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
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:
- A. Adherence Tracker
- B. Forecast Modification
- C. Service Level Adjustment
- D. Schedule Editor
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
- A. Set up recurring call reports
- B. Add quality monitoring processes
- C. Establish management units within the business unit
- D. Configure adherence tracking settings
