Genesys GCX-WFM Certification Exam Sample Questions

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Genesys GCX-WFM Sample Questions:

01. During a three-day timetable change, a travel company's partner airline will route rebooking chats to the company's chat planning group so that the group receives the same agreed number of chats in every interval between 08:00 and 12:00. The planner wants the forecast to show exactly that number in each of those intervals, whatever history projects for them.
Which forecast modification should the planner add for the window?
a) Minimum value per interval per planning group
b) Maximum value per interval per planning group, set to the agreed number
c) Change value per interval per planning group, by that number
d) Set value per interval per planning group, at the agreed number
 
02. A business unit has a published four-week schedule covering weeks 1 to 4. The planner builds a revised two-week schedule for weeks 1 and 2 and tries to publish it over the first half of the published schedule, but the publish does not go through.
What must the planner do so that revised shifts replace the published ones?
a) Publish a new schedule whose dates fully cover the entire existing published one
b) Add informational details to the Publish dialog for the two weeks
c) Save the two-week schedule in the editor, then publish it again
d) Regenerate the two weeks as a blank schedule before publishing
 
03. Two planners in one business unit each create a forecast with Automatic Best Method Selection, one for a voice planning group and one for an email planning group. Both forecasts are classified as ensemble. One planner assumes this means both forecasts rest on the same set of models, weighted by how well each model fitted its data.
Which two statements correctly describe ensemble forecasts?
(Choose two.)
a) Ensemble is a creation method that a planner selects when adding a forecast
b) The models blended can differ from one dataset's forecast to another's
c) Ensemble means one best-scoring model was picked for the dataset
d) Each model in an ensemble is weighted equally
e) Ensemble reuses the source days that a weighted forecast for the same week selected
 
04. Agents in the Billing management unit submit time-off requests that need manual review. The Billing management unit and the business unit that contains it both belong to the Operations-East division, while the agents' own user accounts belong to the Home division. Supervisor Dana's role grants Workforce Management > Time-Off Requests > Edit in the Home division only, and she receives no approval notifications for the Billing requests.
What explains the missing notifications?
a) Notifications follow the agents' own user division, which has to match the division of their management unit
b) Approval notifications reach only users holding the Master Admin role
c) Her Edit permission is not granted in the division that holds the Billing management unit
d) Time-off approval notifications go to holders of Shift Trade Request > Edit
 
05. Reviewing a short-term forecast, a planner sees that Tuesday's 14:00 interval for one planning group should carry a few more offered interactions than it shows. The planner wants to change that single value directly, rather than define a percent or range rule as a modification type.
Which two ways can the planner change the value?
(Choose two.)
a) Drag that interval's point on the forecast graph up to the new value
b) Edit it in the Forecast Grid
c) Drag the historic data line for that Tuesday upward
d) Edit the interval on the Main Forecast page
e) Export the forecast and edit the interval in the file
 
06. Midday, a planner edits the short-term forecast associated with today's published schedule after a regional outage, then drags several agents' breaks to new times in the schedule editor. Earlier, a colleague ran a reschedule for the same management unit and left its result in the Ready to be applied state. The planner now wants to run a reschedule so the schedule reflects her forecast change.
Which two steps must come first?
(Choose two.)
a) Save the manual break moves before you start the reschedule process
b) Add new agents in the Reschedule Wizard's first step
c) Pick each agent's current work plan in the Reschedule Wizard
d) Delete the schedule, then generate a new one
e) Apply or cancel the colleague's pending reschedule
 
07. Supervisors in a management unit report that waitlisted time-off requests are sometimes approved automatically the day before the requested date, when another agent cancels and hours free up. That leaves no time to rearrange coverage. The time-off plan uses Conditional Approval. The supervisors want a waitlisted request to stop waiting a set number of days before its start date if it has not been approved by then.
Which configuration meets this requirement?
a) Lower the management unit's time-off limit so that fewer hours can free up
b) Change the plan to Manual Approval so that a supervisor approves every request
c) Set a waitlist expiry in the plan's rules
d) Use Manually Reviewed dates
 
08. At a university IT helpdesk, approved vacation in one management unit draws down the hours set in the unit's daily allowance, which a Vacation plan enforces. Leadership wants bereavement leave to remain requestable at any time without using up any of those hours.
How should the WFM administrator configure the bereavement activity code?
a) In its own time-off plan, with Count requested time off against time-off limits cleared
b) In the Vacation plan, with that plan's approval rule changed from Conditional Approval to Auto Approval
c) In a second time-off limit that the administrator adds to the same management unit for the same dates
d) On the management unit's Time-Off Requests tab, with a Relative range
 
09. Every agent in a management unit is on one work plan configuration. The planner now wants a small group of part-time agents in that management unit to receive shorter shifts with a later earliest start, while everyone else keeps the current shift rules.
How should the planner set this up?
a) Add a shorter second daily shift to the shared work plan
b) Create a second work plan for those agents that is built around the new shift times
c) Place the part-time agents in a staffing group with shorter shifts
d) Mark the shorter daily shift Optional so only part-time agents get it
 
10. On Monday a planner raises the service level goal in the service goal template used by the voice planning group. On Wednesday the supervisors notice that the current week's published schedule, and the forecast it was built from, still reflect staffing for the old goal. Saving the template raised no error.
What explains this?
a) The template also has to be assigned to each queue in the planning group's route paths
b) The business unit Service Goal Impact percentages replace the template's service level goal
c) The change applies only to forecasts and schedules made afterwards
d) Assigned templates are locked

Answers:

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

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