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Cloud CX Workforce Management Certification: GCX-WFM Exam
"Cloud CX Workforce Management Certification", also known as GCX-WFM exam, is a Genesys Certification. With the complete collection of questions and answers, ExamcollectionPass has assembled to take you through 100 Q&As to your GCX-WFM Exam preparation. In the GCX-WFM exam resources, you will cover every field and category in Genesys Cloud CX Certification helping to ready you for your successful Genesys Certification.
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs - WFM dashboards and standard reports |
| Topic 2: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Analyzing historical data and trends - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events |
| Topic 3: WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX |
| Topic 4: Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Making intraday adjustments to staffing and schedules |
| Topic 5: Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Building optimized agent schedules - Managing shifts, breaks, and activities - Compliance with labor laws and business rules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:
- A. True
- B. False
Correct Answer: A 🗳️
Which component in Genesys Cloud is used to create and manage agent schedules?
Response:
- A. Work Plan
- B. Business Unit
- C. Schedule Manager
- D. Queue Group
Correct Answer: A 🗳️
When creating a management unit, what key principle must be considered?
Response:
- A. Organizing agents by their daily availability
- B. Enforcing hourly task completion
- C. Ensuring minimal agent interaction
- D. Aligning agents with specific scheduling requirements
Correct Answer: D 🗳️
In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
- A. Add an approval signature
- B. Ensure activities align with business needs
- C. Verify agent login times
- D. Check for scheduling conflicts
Correct Answer: B,D 🗳️
In workforce management, how can an admin add an activity code?
Response:
- A. Through the Business Unit Manager
- B. Directly in the Queue Settings
- C. Via the Activity Code Editor in the Admin panel
- D. Within the Management Unit Configuration
Correct Answer: D 🗳️
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