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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Adherence and Performance Management | - Agent adherence
|
| Topic 2: Intraday Management | - Intraday adjustments
|
| Topic 3: Scheduling | - Schedule optimization
|
| Topic 4: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 5: Reporting and Analytics | - WFM reporting
|
| Topic 6: Forecasting and Planning | - Demand forecasting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:
- A. Validate agent certifications
- B. Analyze historical call patterns
- C. Configure service level goals
- D. Add a forecast modification
Correct Answer: B,D 🗳️
Which two components are configured in a service goal template?
(Choose two)
Response:
- A. Service Level
- B. Average Handle Time
- C. Call Volume Reports
- D. Forecast Editor
Correct Answer: A,B 🗳️
Agents that handle the same set of interactions should belong to the same Business Unit.
Response:
- A. True
- B. False
Correct Answer: A 🗳️
Choose the available metrics for forecasting methods.
Response:
- A. Offered
- B. Average Handle Time
- C. Response Time
- D. Answered
Correct Answer: A,B 🗳️
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. Add
- B. Create
- C. Generate
- D. Modify
Correct Answer: C 🗳️
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