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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Forecasting and Planning | - Demand forecasting
|
| Topic 2: Intraday Management | - Intraday adjustments
|
| Topic 3: Adherence and Performance Management | - Performance metrics
|
| Topic 4: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 5: Scheduling | - Schedule generation
|
| Topic 6: Reporting and Analytics | - WFM reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:
A) True
B) False
2. Which of the following is NOT a component of a management unit?
Response:
A) Schedule Forecasting
B) Queue Assignment
C) Agent Group
D) Service Goal Template
3. What component would an IC administrator create first when setting up workforce management?
Response:
A) Activity Code
B) Management Unit
C) Business Unit
D) Shift Schedule
4. In Genesys Cloud, intraday monitoring is used primarily for:
Response:
A) Analyzing agent performance trends over weeks
B) Reviewing historical call metrics
C) Monitoring adherence and activity throughout the current day
D) Adjusting agent skill levels
5. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:
A) True
B) False
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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