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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Forecasting and Planning | - Forecast Operations
|
| Business Unit Configuration | - Business Structure Setup
|
| Scheduling Management | - Schedule Operations
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Schedule Settings
B) Activity Codes
C) Shift Configuration
D) Adherence Tracking
2. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:
A) True
B) False
3. What is the primary use of intraday monitoring?
Response:
A) To monitor current day's adherence and activity
B) To compare adherence between departments
C) To view agent adherence on a weekly basis
D) To adjust agent roles
4. In workforce management, what is a business unit?
Response:
A) An individual employee's work schedule
B) A group of departments handling separate tasks
C) A temporary team assigned to special projects
D) The primary organizational entity for managing work plans and schedules
5. Which term describes the process of adjusting a schedule based on load demands?
Response:
A) Capacity Planning
B) Forecast Scaling
C) Load-Based Scheduling
D) Adherence Matching
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: C |



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