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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 1

Which two features are provided in the historical adherence view?
(Choose two)
Response:

A. Real-time agent tracking
B. Configuring future adherence targets
C. Identifying trends in agent availability
D. Tracking adherence over a specific period

Question 2

Choose the metrics available in service goal templates.
Response:

A. Average Handle Time
B. Average Speed of Answer
C. Abandonment Rate
D. Offered

Question 3

Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A. Skills
B. Desire to Use
C. A Score
D. Languages

Question 4

When setting up a work plan, which setting allows you to configure shift activities?
Response:

A. Activity Code Manager
B. Schedule Editor
C. Shift Configurator
D. Work Plan Editor

Question 5

Which two components are configured in a service goal template?
(Choose two)
Response:

A. Average Handle Time
B. Call Volume Reports
C. Service Level
D. Forecast Editor

Solutions: