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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Scheduling | - Schedule optimization
|
| Reporting and Analytics | - WFM reporting
|
| Workforce Management Overview | - WFM concepts in contact centers
|
| Intraday Management | - Real-time monitoring
|
| Adherence and Performance Management | - Agent adherence
|
| Forecasting and Planning | - Demand forecasting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:
- A. Approve time-off requests directly in the Schedule Editor
- B. Generate load-based schedules based on call volume predictions
- C. Customize shift start and end times for individual agents
- D. Set service goals for adherence tracking
Correct Answer: B,C 🗳️
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:
- A. Create
- B. Generate
- C. Add
- D. Modify
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. Activity codes for task identification
- B. Daily shift start and end times
- C. Real-time adherence settings
- D. Agent skill level allocation
Correct Answer: A,B 🗳️
Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:
- A. Real-time adherence to scheduled activities
- B. End-of-day adherence summaries
- C. Daily agent activities and adherence status
- D. Weekly adherence trends
Correct Answer: A,C 🗳️
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