FEATURES OF GCX-WFM PRACTICE MATERIAL

Features of GCX-WFM Practice Material

Features of GCX-WFM Practice Material

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Genesys Cloud CX Workforce Management Certification Sample Questions (Q66-Q71):

NEW QUESTION # 66
The historical adherence report is useful for:
Response:

  • A. Reviewing adherence patterns over past shifts
  • B. Creating real-time schedules
  • C. Adjusting agent availability in real time
  • D. Monitoring live agent activity

Answer: A


NEW QUESTION # 67
What component would an IC administrator create first when setting up workforce management?
Response:

  • A. Business Unit
  • B. Management Unit
  • C. Activity Code
  • D. Shift Schedule

Answer: A


NEW QUESTION # 68
Which two components are configured in a service goal template?
(Choose two)
Response:

  • A. Call Volume Reports
  • B. Service Level
  • C. Average Handle Time
  • D. Forecast Editor

Answer: B,C


NEW QUESTION # 69
What is the primary function of a work plan in Genesys Cloud?
Response:

  • A. To monitor real-time adherence
  • B. To define shifts and work patterns for agents
  • C. To manage call quality metrics
  • D. To assign specific call tasks to agents

Answer: B


NEW QUESTION # 70
When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:

  • A. Real-time adherence settings
  • B. Agent skill level allocation
  • C. Daily shift start and end times
  • D. Activity codes for task identification

Answer: C,D


NEW QUESTION # 71
......

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