Genesys GCX-WFM - Cloud CX Workforce Management Certification

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 1

What are the routing types used by Genesys Cloud?
Response:

A. Outbound Contact and Inbound Contact
B. AWS Routing and IVR Routing
C. IVR Routing and ACD Routing
D. WFM Routing and IVR Routing

Question 2

In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:

A. False
B. True

Question 3

In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:

A. Management Unit
B. Schedule Editor
C. Queue Assignment
D. Time-Off Requests Page

Question 4

Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:

A. Add a forecast modification based on anticipated call volume changes
B. Generate agent performance reports
C. Analyze historical call volume data
D. Approve time-off requests within the forecast

Question 5

Choose the available metrics for forecasting methods.
Response:

A. Average Handle Time
B. Response Time
C. Answered
D. Offered

Solutions: