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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Scheduling | - Schedule optimization
|
| Intraday Management | - Intraday adjustments
|
| Forecasting and Planning | - Capacity planning
|
| Workforce Management Overview | - WFM concepts in contact centers
|
| Adherence and Performance Management | - Performance metrics
|
| Reporting and Analytics | - WFM reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Who has the necessary permissions to cancel time-off requests?
Response:
- A. Agent
- B. Supervisor
- C. Administrator
- D. User
Correct Answer: A 🗳️
Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:
- A. Skills
- B. A Score
- C. Languages
- D. Desire to Use
Correct Answer: A,C 🗳️
Which term describes the process of adjusting a schedule based on load demands?
Response:
- A. Load-Based Scheduling
- B. Forecast Scaling
- C. Adherence Matching
- D. Capacity Planning
Correct Answer: A 🗳️
Which two features are accessible within the forecast editor?
(Choose two)
Response:
- A. Adding historical adherence data
- B. Setting agent skill priorities
- C. Adjusting forecasted call volumes
- D. Modifying forecast data based on trends
Correct Answer: C,D 🗳️
Which setting should be enabled to track both scheduled and actual agent activities?
Response:
- A. Adherence Matching
- B. Adherence Sync
- C. Schedule Adherence Tracking
- D. Real-Time Monitoring
Correct Answer: C 🗳️
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