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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Scheduling | - Schedule optimization
|
| Topic 2: Forecasting and Planning | - Capacity planning
|
| Topic 3: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 4: Intraday Management | - Real-time monitoring
|
| Topic 5: Reporting and Analytics | - WFM reporting
|
| Topic 6: Adherence and Performance Management | - Performance metrics
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:
- A. Impact
- B. Adherence
- C. Scheduled Activities
- D. Agent Details
Correct Answer: A 🗳️
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
- A. True
- B. False
Correct Answer: B 🗳️
What component would an IC administrator create first when setting up workforce management?
Response:
- A. Shift Schedule
- B. Business Unit
- C. Activity Code
- D. Management Unit
Correct Answer: B 🗳️
In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:
- A. Agent Availability Tracker
- B. Adherence Dashboard
- C. Historical Adherence Report
- D. Real-Time Adherence View
Correct Answer: D 🗳️
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
- A. Ensures scheduling meets service goals
- B. Allows agents to exchange shifts with manager approval
- C. Reduces adherence penalties for agents
- D. Allows agents to exchange shifts with each other
Correct Answer: B,D 🗳️
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