Genesys GCX-WFM Übungsprüfungen
Zuletzt aktualisiert am 26.04.2025- Prüfungscode: GCX-WFM
- Prüfungsname: Cloud CX Workforce Management Certification
- Zertifizierungsanbieter: Genesys
- Zuletzt aktualisiert am: 26.04.2025
What is the primary purpose of configuring service goal templates in workforce management?
- A . To automate adherence tracking
- B . To establish performance targets like service level or average handle time
- C . To manage holiday schedules
- D . To set billing standards
Which activity code setting determines if an activity is counted as part of adherence?
- A . Historical Adherence
- B . Compliance Setting
- C . Adherence Setting
- D . Real-Time Compliance
Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
- A . Task Manager
- B . Management Unit
- C . Queue Group
- D . Schedule Creator
Which two steps are essential in working with forecasts in Genesys Cloud? (Choose two)
- A . Add a forecast modification
- B . Validate agent certifications
- C . Analyze historical call patterns
- D . Configure service level goals
Which two features are accessible within the forecast editor? (Choose two)
- A . Adjusting forecasted call volumes
- B . Setting agent skill priorities
- C . Adding historical adherence data
- D . Modifying forecast data based on trends
What is the primary purpose of historical adherence in Genesys Cloud?
- A . To analyze real-time data and make immediate adjustments
- B . To review adherence trends over past shifts and generate reports
- C . To assign agent roles based on skill level
- D . To automatically adjust future schedules based on past adherence
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
- A . Schedule Editor
- B . Forecast Modification
- C . Adherence Tracker
- D . Service Level Adjustment
Synchronizing time-off requests helps integrate these requests into agent adherence data.
- A . True
- B . False
When setting up a business unit, which two configurations are critical for effective management? (Choose two)
- A . Establish management units within the business unit
- B . Add quality monitoring processes
- C . Configure adherence tracking settings
- D . Set up recurring call reports
Which two actions can be managed within the Time-Off Requests Page? (Choose two)
- A . Approve time-off requests
- B . Adjust adherence penalties
- C . View agent availability
- D . Synchronize time-off with adherence data