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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Business Unit Configuration | - Business Structure Setup
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Scheduling Management | - Schedule Operations
|
| Forecasting and Planning | - Forecast Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which activity code type is typically used for non-customer-facing tasks?
Response:
- A. Adherence-Based
- B. Productive
- C. Call Handling
- D. Non-Productive
Correct Answer: D 🗳️
In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
Agents that handle the same set of interactions should belong to the same Business Unit.
Response:
- A. False
- B. True
Correct Answer: B 🗳️
In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:
- A. Validate and save the work plan
- B. Assign to the Agent Manager
- C. Configure Real-Time Adherence
- D. Submit for approval
Correct Answer: A 🗳️
Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:
- A. Deny adherence exceptions
- B. Generate a load-based schedule
- C. Edit individual agent shifts
- D. Approve quality control metrics
Correct Answer: B,C 🗳️
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