Genesys GCX-WFM Certification Exam Sample Questions

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Genesys GCX-WFM Sample Questions:

01. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
a) Scheduled Activities
b) Adherence
c) Impact
d) Agent Details
 
02. What is the default value for Severe Adherence Threshold settings?
a) 5 minutes
b) 6 minutes
c) 7 minutes
d) 10 minutes
 
03. 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) Counts as Work Time
b) Daily Paid Time
c) Copy Shifts to Days
d) Start Time is Relative to Shift Start
 
04. Choose the metrics available in service goal templates.
a) Offered
b) Average Speed of Answer
c) Abandonment Rate
d) Average Handle Time
 
05. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
a) 25
b) 50
c) 100
d) 150
 
06. 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 only take calls
d) Agents who handle multiple interaction types
 
07. Which feature allows you to partition agents based on the types of interactions they handle?
a) Workplans
b) Service Goal Groups
c) Management Units
d) Forecast
 
08. 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
 
09. How long does it take for a load-based schedule to be generated?
a) 5 minutes
b) 10 minutes
c) 15 minutes
d) 20 minutes
 
10. Who has the necessary permissions to cancel time-off requests?
a) Supervisor
b) Agent
c) Administrator
d) User

Answers:

Question: 01
Answer: c		 Question: 02
Answer: a		 Question: 03
Answer: d		 Question: 04
Answer: b, c		 Question: 05
Answer: c
Question: 06
Answer: d		 Question: 07
Answer: c		 Question: 08
Answer: a		 Question: 09
Answer: d		 Question: 10
Answer: b

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