Genesys GCX-WFM

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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) False
B) True

2. Which term describes the process of adjusting a schedule based on load demands?
Response:

A) Forecast Scaling
B) Adherence Matching
C) Load-Based Scheduling
D) Capacity Planning

3. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Non-Productive
B) Productive
C) Adherence-Based
D) Call Handling

4. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

A) Workforce Administrator
B) IT Specialist
C) Customer Service Representative
D) Workforce Manager

5. The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:

A) Agents who only take calls
B) Agents who handle outbound interactions
C) Agents who handle non-voice interactions
D) Agents who handle multiple interaction types

Solutions: