Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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GCX-WFM PDF Practice Q&A's
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations |
| Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Handling exceptions and alerts - Real-time monitoring and adherence tracking |
| Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Building optimized agent schedules - Compliance with labor laws and business rules |
| WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Configuring business units, management units, and activity codes |
| Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas |
Genesys Cloud CX Workforce Management Certification Sample Questions:
What is the forecast source data used for in Genesys Cloud?
Response:
- A. To create backup schedules for agents
- B. To provide real-time call metrics
- C. To analyze agent performance trends
- D. To predict future call patterns based on historical data
Correct Answer: D 🗳️
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
- A. Configure adherence tracking settings
- B. Establish management units within the business unit
- C. Set up recurring call reports
- D. Add quality monitoring processes
Correct Answer: A,B 🗳️
Which two features are accessible within the forecast editor?
(Choose two)
Response:
- A. Adjusting forecasted call volumes
- B. Adding historical adherence data
- C. Modifying forecast data based on trends
- D. Setting agent skill priorities
Correct Answer: A,C 🗳️
Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:
- A. Schedule Creator
- B. Task Manager
- C. Queue Group
- D. Management Unit
Correct Answer: D 🗳️
When we set the Activity Equivalency option to No, the agent is in adherence.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
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