Genesys Genesys Cloud CX GCX-WFM

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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) Activity Codes
B) Adherence Tracking
C) Shift Configuration
D) Schedule Settings

2. Which two features are accessible within the forecast editor?
(Choose two)
Response:

A) Setting agent skill priorities
B) Modifying forecast data based on trends
C) Adjusting forecasted call volumes
D) Adding historical adherence data

3. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Activity code adherence
B) Forecasted call volume
C) Agent availability
D) Shift start and end times

4. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Agent Details
B) Impact
C) Adherence
D) Scheduled Activities

5. Which of the following is a benefit of synchronizing time-off requests?
Response:

A) It updates activity codes
B) It integrates time-off with agent adherence data
C) It ensures requests align with agent skill levels
D) It modifies daily call volume predictions

Solutions: