Genesys GCX-WFM Übungsprüfungen
Zuletzt aktualisiert am 06.05.2025- Prüfungscode: GCX-WFM
- Prüfungsname: Cloud CX Workforce Management Certification
- Zertifizierungsanbieter: Genesys
- Zuletzt aktualisiert am: 06.05.2025
When creating a management unit, what key principle must be considered?
- A . Ensuring minimal agent interaction
- B . Aligning agents with specific scheduling requirements
- C . Organizing agents by their daily availability
- D . Enforcing hourly task completion
Which of the following is NOT a component of a management unit?
- A . Agent Group
- B . Service Goal Template
- C . Queue Assignment
- D . Schedule Forecasting
Which two actions can be monitored through real-time adherence in Genesys Cloud? (Choose two)
- A . Agent breaks and lunch activities
- B . Adherence to scheduled tasks
- C . Weekly adherence reports
- D . Agent logins for the day
Which term describes the process of adjusting a schedule based on load demands?
- A . Adherence Matching
- B . Load-Based Scheduling
- C . Capacity Planning
- D . Forecast Scaling
Which feature in Genesys Cloud allows you to adjust the predicted call volume?
- A . Real-Time Adherence
- B . Forecast Modification
- C . Activity Code Editor
- D . Agent Scheduling
In Genesys Cloud, which two actions can be performed to validate a work plan? (Choose two)
- A . Check for scheduling conflicts
- B . Add an approval signature
- C . Ensure activities align with business needs
- D . Verify agent login times
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
- A . True
- B . False
In Genesys Cloud, what does the historical adherence feature provide?
- A . An overview of agent activities across shifts
- B . A record of all calls handled by agents
- C . A historical view of adherence metrics over a specified period
- D . A list of agent credentials
Which two components are configured in a service goal template? (Choose two)
- A . Service Level
- B . Forecast Editor
- C . Average Handle Time
- D . Call Volume Reports
Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately? (Choose two)
- A . Sending a notification to the non-adherent agent
- B . Adjusting the agent’s schedule within the adherence view
- C . Logging adherence changes automatically in the forecast data
- D . Viewing specific deviations from the schedule