Genesys GCX-WFM : Cloud CX Workforce Management Certification

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

A) Forecast Modification
B) Service Level Adjustment
C) Adherence Tracker
D) Schedule Editor

2. 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) Check for scheduling conflicts
D) Ensure activities align with business needs

3. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:

A) Agent skill level
B) Start and end times
C) Agent pay rates
D) Required activities

4. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A) Weekly Paid Time
B) Minimum Time Between Shifts
C) Daily Paid Time Divisible By
D) Work Time Constrains

5. Choose the metrics available in service goal templates.
Response:

A) Offered
B) Average Speed of Answer
C) Abandonment Rate
D) Average Handle Time

Solutions: