Genesys GEOP-WFM Certification Exam Sample Questions

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Genesys GEOP-WFM Sample Questions:

01. What action must agents take to complete a schedule bidding process?
a) Validate their marked time preferences
b) Submit their ranked schedules
c) Propose a trade with another agent
d) Approve their adherence thresholds
 
02. Which of the following are true about scheduling a “meeting” exception?
a) Meetings can be added manually to the Master Schedule Intra-Day
b) Meetings can be pre-scheduled using the Meeting Planner functionality under Policies Meetings
c) Meetings can be added to the Master Schedule Intra-Day using the Meeting Scheduler wizard.
d) Meetings can be added to the Master Schedule Intra-Day using the Insert Multiple Wizard
e) All of the above
 
03. Which of the following serves content for the Web browser-based GUI applications and generates reports upon request from users of WFM Web for Supervisors?
a) WFM Server
b) WFM Data Aggregator
c) WFM Web
d) WFM Daemon
e) WFM Client
 
04. Which of the following can be done using WFM Web for Supervisors?
(Choose Five)
a) Create a Shift/Contract
b) Create a Forecast
c) Create a Report
d) Create an Exception
e) Publish a Schedule
f) Create a Trade Proposal
 
05. Which of the following Genesys applications is not required for scheduling or real-time monitoring is WFM?
a) WFM Daemon
b) Stat Server
c) WFM Builder
d) WFM Server
 
06. Which of the following data is not stored in the WFM Database?
a) Forecast and historical data
b) WFM user passwords
c) Published schedules
d) Teams and their members
e) Agents with their skill levels
 
07. Which of the following is not saved in the WFM Database?
a) Historical data
b) Forecasts/Schedules
c) Shifts/Contracts
d) Agent Groups
e) Performance Data
 
08. Which is true for the Meeting planner/ Scheduler?
(Choose Five)
a) Can be used before a scheduler is started
b) Can be used in the MASTER schedule too
c) Can be used to plan Meetings for individual agents for a selected period
d) Can be used to plan weekly/monthly meetings
e) Requires at least one exception when a "Can be used in a Meeting planner" is checked
f) Always guarantee that a meeting is scheduled, if configured so
 
09. Which of the following may be done using WFM Web for Agents?
(Choose Four)
a) Create a time off request
b) Create a preference request
c) Create a marked time request
d) See which contract you are assigned to
e) Chat with other agents
f) Answer customer/internal calls
g) Create a trade proposal
 
10. Which of the following is not a possible forecast algorithm/method?
a) Copy Historical data
b) Expert Average Engine
c) Gauss polynomial selection
d) Universal Modeling Engine
e) Templates

Answers:

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

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