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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Business Unit Configuration | - Business Structure Setup
|
| Forecasting and Planning | - Forecast Operations
|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Workforce Management Fundamentals | - WFM Concepts
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question #1
Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:
A. End-of-day adherence summaries
B. Weekly adherence trends
C. Daily agent activities and adherence status
D. Real-time adherence to scheduled activities
Question #2
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
A. Analyzing adherence at specific times of day
B. Directly adjusting future agent schedules
C. Modifying forecast data for future adherence planning
D. Identifying recurring non-adherence trends
Question #3
Choose the metrics available in service goal templates.
Response:
A. Abandonment Rate
B. Offered
C. Average Handle Time
D. Average Speed of Answer
Question #4
Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:
A. Daily call volume predictions
B. Real-time agent adherence
C. Daily agent activities and tasks
D. Agent training schedules
Question #5
The historical adherence report is useful for:
Response:
A. Monitoring live agent activity
B. Creating real-time schedules
C. Adjusting agent availability in real time
D. Reviewing adherence patterns over past shifts
Solutions:
| Question #1 Correct Answer: C,D | Question #2 Correct Answer: A,D | Question #3 Correct Answer: A,D | Question #4 Correct Answer: B,C | Question #5 Correct Answer: D |
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