Genesys GCX-WFM Übungsprüfungen
Zuletzt aktualisiert am 05.05.2025- Prüfungscode: GCX-WFM
- Prüfungsname: Cloud CX Workforce Management Certification
- Zertifizierungsanbieter: Genesys
- Zuletzt aktualisiert am: 05.05.2025
In Genesys Cloud, a load-based schedule is generated based on:
- A . Agent skill levels
- B . Anticipated call volume and demand
- C . Adherence history
- D . Quality monitoring data
Which two elements can be adjusted when creating a load-based schedule? (Choose two)
- A . Agent availability
- B . Forecasted call volume
- C . Activity code adherence
- D . Shift start and end times
You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements.
Which option on the Schedules page should you select?
- A . Modify
- B . Add
- C . Create
- D . Generate
Which action can be taken if an agent’s time-off request does not meet scheduling needs?
- A . Approve the request and adjust forecast data
- B . Deny the request and provide feedback on availability
- C . Automatically apply adherence penalties
- D . Assign the request to the agent’s supervisor for review
An Agent cannot edit a time-off request after it has been created.
- A . True
- B . False
The historical adherence report is useful for:
- A . Monitoring live agent activity
- B . Adjusting agent availability in real time
- C . Reviewing adherence patterns over past shifts
- D . Creating real-time schedules
Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
- A . Start Time is Relative to Shift Start
- B . Daily Paid Time
- C . Copy Shifts to Days
- D . Counts as Work Time
The Maximum Occupancy % for Deferred Work setting applies to ___________.
- A . Agents who handle non-voice interactions
- B . Agents who handle outbound interactions
- C . Agents who handle multiple interaction types
- D . Agents who only take calls
In Genesys Cloud, time-off requests are managed primarily within which interface?
- A . Queue Assignment
- B . Schedule Editor
- C . Time-Off Requests Page
- D . Management Unit
Which setting should be enabled to track both scheduled and actual agent activities?
- A . Adherence Sync
- B . Real-Time Monitoring
- C . Adherence Matching
- D . Schedule Adherence Tracking