Genesys GEOP-WFM Certification Exam Sample Questions

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Genesys GEOP-WFM Sample Questions:

01. Many agents at a contact center spend part of each week away from a desk, at training sessions and community events. They want to check their schedules, enter schedule preferences, plan time off, trade schedules and change their personal information settings while they are away from a desk.
Which WFM interface is designed for this?
a) WFM Web for Supervisors with an agent-level security role added
b) WFM Daemon email notifications sent to agents
c) Solution Control Interface opened by agents
d) The WFM Agent Mobile Client on their mobile devices
 
02. Agents at a site often trade schedule days. After one trade executed, an agent's granted paid personal day moved into the colleague's schedule along with the traded shift, so the colleague was shown on time off that day. The manager wants paid personal time to remain on the original requester's schedule, while trades on such days still go ahead.
Which change to the Personal time-off type meets this goal?
a) Set its Trade Rule to Keep with agent
b) Set its Trade Rule to Do not trade for days that carry it
c) Clear its Time-Off Type is Paid property for the site
d) Set its Trade Rule to Delete for proposals on those days
 
03. WFM Builder fails now and then to save schedules, while the other WFM components work normally. Genesys Customer Care has been engaged. The administrator wants to collect diagnostic information as the WFM log-file guidance describes.
Which two actions fit that guidance?
(Choose two.)
a) Turn on logging and attempt to re-create the save failure on WFM Builder
b) Restore last night's BRU backup into the live database and then replay the failure
c) Wait for WFM Daemon to email the Builder errors to administrators
d) Set logging in the Log section of Builder's Options tab
e) Turn on logging in WFM Web's ConfigServer.properties file
 
04. At a hotel group's central reservations office, an agent using WFM Web for Agents (Classic) ranked several bidding schedules on Monday, numbering them in the Desired list. On Wednesday, with bidding open until Friday at 17:00, the agent decides that one of those schedules is now unworkable and that a different schedule should be the first choice.
What should the agent do?
a) Ask a supervisor to end bidding early and redo the bids
b) Enter a shift preference for the new first choice and an availability pattern
c) Renumber the Desired list and move that schedule to the Unwanted list
d) Cancel the bids and bid again after the End Date/Time
 
05. Supervisors at a site asked that the agents on each team start their shifts together, so the planner applied team synchronicity among the Schedule Build Wizard's build parameters. The new schedule is heavily overstaffed in the morning and understaffed in the late afternoon. The same contracts, shifts and published forecast produced balanced schedules last month, before team synchronicity was applied.
Which change should the planner evaluate first?
a) Fix each team's start time
b) Loosen or disable the team constraints
c) Raise the site's Maximum Number of Seats and rebuild
d) Republish the forecast and rerun the build with the Schedule Rebuild Wizard
 
06. During a maintenance window on a busy afternoon, an administrator applying a patch to the Data Aggregator host closed WFM Data Aggregator from Windows Task Manager. After Data Aggregator was restarted, the statistics for interactions that were in progress at that moment are missing.
What explains the missing data?
a) Task Manager gave Data Aggregator no time to save active data
b) The data is held in the dump file and loads at the next database outage
c) HandleTimeWriteBack moved the data into an earlier timestep
d) Task Manager closed Stat Server along with Data Aggregator
 
07. Planners in one business unit share forecast scenarios. One scenario covers activities at Site A and Site B. A planner whose access covers only Site A's activities can find and open the scenario but cannot delete it, while a colleague with access to both sites' activities can delete it.
What explains the difference?
a) Deleting needs the Overlays privilege, and only the colleague holds it
b) Deleting needs the Approve Changes permission, and the colleague holds it
c) Deleting needs access to every activity in the scenario, and the planner lacks Site B's
d) Deleting needs access to Site B's schedule scenarios, and the planner lacks it
 
08. An online retailer is planning for its holiday peak. Marketing gives the planner two estimates of next month's interaction volume for the order-support activity, one moderate and one high. The planner must compare the staffing and service levels each estimate would need, and keep both estimates' volumes and staffing available for review until deciding which forecast to publish. No forecast for next month has been published yet.
Which approach should the planner take?
a) Publish the moderate estimate now and raise it later in an extracted scenario
b) Build each estimate in its own forecast scenario
c) Build both estimates in one scenario by rebuilding its volumes and staffing for each in turn
d) Test each estimate in the What-If window of the Performance Intra-Day view
 
09. Before next month's schedules are built, a planner opens the Master Forecast views in WFM Web for Supervisors (Classic) to review the published forecast for a site's activities.
Which two of the following can the planner do in the Master Forecast views?
(Choose two.)
a) Edit the Req cells of the Master Forecast Staffing view and save the values
b) Set whether the aggregated figures include multi-site activities too
c) Save the staffing as a template
d) Rebuild the Master Forecast's staffing with the Staffing Build Wizard
e) Split the Master Forecast's multi-site volume by site
 
10. In WFM Web for Supervisors (Classic), a supervisor published the September schedule scenario to the Master Schedule on 18 August and republished the same scenario on 22 August. Since then she has added exceptions and granted vacations in the Master Schedule. She opens the Schedule Summary view to see how far coverage has moved since the schedule was published.
Against which coverage is the current Master Schedule coverage compared?
a) The baseline stored when the schedule was first published on 18 August
b) The coverage of the most recent scenario extracted from the Master Schedule
c) The baseline stored by the 22 August publish of the scenario
d) Each day's coverage before its first change

Answers:

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

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