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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Forecasting and Planning | - Forecast Operations
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Business Unit Configuration | - Business Structure Setup
|
| Scheduling Management | - Schedule Operations
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:
A) False
B) True
2. Which feature allows you to track adherence deviations as they occur?
Response:
A) Queue Manager
B) Adherence Tracker
C) Real-Time Adherence View
D) Schedule Monitor
3. What is the primary use of intraday monitoring?
Response:
A) To monitor current day's adherence and activity
B) To view agent adherence on a weekly basis
C) To adjust agent roles
D) To compare adherence between departments
4. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:
A) Approve time-off requests within the forecast
B) Add a forecast modification based on anticipated call volume changes
C) Generate agent performance reports
D) Analyze historical call volume data
5. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
A) Verify agent login times
B) Add an approval signature
C) Ensure activities align with business needs
D) Check for scheduling conflicts
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A,B | Question # 5 Answer: C,D |



