A brief introduction to the course

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Concise contents

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A true simulation environment

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which feature in Genesys Cloud allows you to adjust the predicted call volume?
Response:

A) Real-Time Adherence
B) Forecast Modification
C) Activity Code Editor
D) Agent Scheduling

2. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A) True
B) False

3. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A) Monitor call quality metrics
B) Assign call routing preferences
C) Configure daily shifts
D) Define shift activities

4. What is the primary purpose of configuring service goal templates in workforce management?
Response:

A) To automate adherence tracking
B) To set billing standards
C) To establish performance targets like service level or average handle time
D) To manage holiday schedules

5. In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A) Real-Time Adherence View
B) Historical Adherence Report
C) Adherence Dashboard
D) Agent Availability Tracker

Solutions: