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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:
In workforce management, what is a business unit?
Response:
- A. A temporary team assigned to special projects
- B. A group of departments handling separate tasks
- C. An individual employee's work schedule
- D. The primary organizational entity for managing work plans and schedules
Correct Answer: D 🗳️
How can an administrator deny a time-off request in Genesys Cloud?
Response:
- A. Within the Time-Off Requests Page
- B. By altering the Schedule Forecast
- C. Through the Activity Code Editor
- D. Using the Real-Time Adherence Monitor
Correct Answer: A 🗳️
How can agents be added to a work plan in Genesys Cloud?
Response:
- A. By selecting them in the Forecast Editor
- B. By importing a CSV file with agent data
- C. By assigning them through the Schedule Manager
- D. By adding them directly in the Work Plan
Correct Answer: D 🗳️
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
- A. Set activity codes
- B. Assign a queue for call routing
- C. Configure a management unit
- D. Define business hours
Correct Answer: C,D 🗳️
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. Counts as Work Time
- B. Start Time is Relative to Shift Start
- C. Daily Paid Time
- D. Copy Shifts to Days
Correct Answer: B 🗳️
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