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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Forecasting and Planning | - Forecast Operations
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Business Unit Configuration | - Business Structure Setup
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
What are the routing types used by Genesys Cloud?
Response:
- A. WFM Routing and IVR Routing
- B. AWS Routing and IVR Routing
- C. IVR Routing and ACD Routing
- D. Outbound Contact and Inbound Contact
Correct Answer: C 🗳️
Which two features are provided in the historical adherence view?
(Choose two)
Response:
- A. Tracking adherence over a specific period
- B. Real-time agent tracking
- C. Configuring future adherence targets
- D. Identifying trends in agent availability
Correct Answer: A,D 🗳️
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
- A. Adherence Tracking
- B. Shift Configuration
- C. Activity Codes
- D. Schedule Settings
Correct Answer: C 🗳️
In Genesys Cloud, intraday monitoring is used primarily for:
Response:
- A. Adjusting agent skill levels
- B. Monitoring adherence and activity throughout the current day
- C. Analyzing agent performance trends over weeks
- D. Reviewing historical call metrics
Correct Answer: B 🗳️
When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:
- A. Daily shift start and end times
- B. Activity codes for task identification
- C. Real-time adherence settings
- D. Agent skill level allocation
Correct Answer: A,B 🗳️
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