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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Intraday Management | - Real-time monitoring
|
| Topic 2: Forecasting and Planning | - Capacity planning
|
| Topic 3: Scheduling | - Schedule optimization
|
| Topic 4: Reporting and Analytics | - WFM reporting
|
| Topic 5: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 6: Adherence and Performance Management | - Performance metrics
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question #1
In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:
A. Agent adherence consistency
B. Weekly call volume changes
C. Trends in adherence deviations
D. Agent pay rates
Question #2
Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:
A. Impact
B. Scheduled Activities
C. Agent Details
D. Adherence
Question #3
Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:
A. Start Time is Relative to Shift Start
B. Daily Paid Time
C. Copy Shifts to Days
D. Counts as Work Time
Question #4
In Genesys Cloud, a load-based schedule is generated based on:
Response:
A. Quality monitoring data
B. Adherence history
C. Anticipated call volume and demand
D. Agent skill levels
Question #5
How can agents be added to a work plan in Genesys Cloud?
Response:
A. By adding them directly in the Work Plan
B. By assigning them through the Schedule Manager
C. By importing a CSV file with agent data
D. By selecting them in the Forecast Editor
Solutions:
| Question #1 Correct Answer: A,C | Question #2 Correct Answer: A | Question #3 Correct Answer: A | Question #4 Correct Answer: C | Question #5 Correct Answer: A |
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