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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Reporting and Analytics | - WFM reporting
|
| Topic 2: Scheduling | - Schedule optimization
|
| Topic 3: Adherence and Performance Management | - Performance metrics
|
| Topic 4: Forecasting and Planning | - Capacity planning
|
| Topic 5: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 6: Intraday Management | - Intraday adjustments
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which component in Genesys Cloud is used to create and manage agent schedules?
Response:
- A. Work Plan
- B. Schedule Manager
- C. Queue Group
- D. Business Unit
Correct Answer: A 🗳️
In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:
- A. Agent Availability Tracker
- B. Adherence Dashboard
- C. Real-Time Adherence View
- D. Historical Adherence Report
Correct Answer: C 🗳️
In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:
- A. Setting the agent pay rate
- B. Assigning a color code for visual identification
- C. Configuring compliance rules
- D. Defining whether it affects adherence
Correct Answer: B,D 🗳️
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:
- A. Schedule Reset
- B. Real-Time Shift Monitor
- C. Swap Shifts
- D. Adherence Tracking
Correct Answer: C 🗳️
