Genesys Cloud CX Workforce Management (GCX-WFM) PDF Questions

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Genesys GCX-WFM Exam
Genesys Cloud CXWorkforce Management Certification
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1.Which of the following attributes are assigned to agents to ensure that interactions are routed to the
most appropriate agent? (Choose two options)
A. Skills
B. Languages
C. Desire to Use
D. A Score
Answer: AB
2.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
Answer: AD
3.In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
A. Submit for approval
B. Validate and save the work plan
C. Assign to the Agent Manager
D. Configure Real-Time Adherence
Answer: B
4.Who has the necessary permissions to cancel time-off requests?
A. Supervisor
B. Administrator
C. Agent
D. User
Answer: C
5.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
Answer: B
6.What is the primary function of a work plan in Genesys Cloud?
A. To assign specific call tasks to agents
B. To define shifts and work patterns for agents
C. To monitor real-time adherence
D. To manage call quality metrics
Answer: B
7.What is the purpose of the Schedule Editor in Genesys Cloud?
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A. To manage adherence reports
B. To create and adjust agent schedules based on business needs
C. To configure quality monitoring for interactions
D. To track agent skills and certifications
Answer: B
8.Which two tasks can be managed within the Management Unit in workforce management? (Choose
two)
A. Create schedules
B. Define the maximum work hours for agents
C. Assign phone numbers to agents
D. Monitor call quality
Answer: AB
9.How can an administrator deny a time-off request in Genesys Cloud?
A. Through the Activity Code Editor
B. Using the Real-Time Adherence Monitor
C. Within the Time-Off Requests Page
D. By altering the Schedule Forecast
Answer: C
10.What is the primary use of intraday monitoring?
A. To view agent adherence on a weekly basis
B. To compare adherence between departments
C. To monitor current day’s adherence and activity
D. To adjust agent roles
Answer: C
11.In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to
manage requests effectively? (Choose two)
A. Approve or deny time-off requests
B. Adjust shift adherence for time-off requests
C. View agent availability during the requested period
D. Synchronize requests with real-time adherence data
Answer: AC
12.In Genesys Cloud, which two functions can the historical adherence report provide to help improve
workforce management? (Choose two)
A. Identifying recurring non-adherence trends
B. Modifying forecast data for future adherence planning
C. Analyzing adherence at specific times of day
D. Directly adjusting future agent schedules
Answer: AC
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13.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
Answer: B
14.Which component in Genesys Cloud is used to create and manage agent schedules?
A. Business Unit
B. Schedule Manager
C. Work Plan
D. Queue Group
Answer: C
15.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
Answer: B
16.You are creating a work plan on Genesys Cloud for your agents.
Which option in a work plan lets you specify the limit on the amount of time an agent can work during a
week?
A. Weekly Paid Time
B. Daily Paid Time Divisible By
C. Minimum Time Between Shifts
D. Work Time Constrains
Answer: A
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