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GCX-WFM Practice Test
GCX-WFM is Genesys Cloud CX Workforce Management Certification– Certification
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Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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GCX-WFM Exam Details
Exam Name
Genesys Cloud CX Workforce Management Certification
Exam Code
GCX-WFM
Exam Price
$500 USD
Duration
120 minutes
Number of
Questions
60
Passing Score
65%
Recommended
Training / Books
Genesys Cloud CX: Contact Center Administration
Schedule Exam
Kryterion Webassessor
Sample Questions
Genesys GCX-WFM Sample Questions
Recommended
Practice
Genesys Cloud CX Workforce Management Certification
(GCX-WFM) Practice Test
Genesys Cloud CX: WEM – Workforce Management
Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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GCX-WFM Exam Syllabus
Section
Objectives
Workforce
Management
Overview and
Configuration
- Understand the overview of workforce management
- Understand the various roles and permissions
- Identify the configurations of workforce management
- Create a business unit
- Describe the key principles of the business unit
- Understand the overview of the management unit
- Create a management unit
- Manage agents in the management unit
- Add an activity code
- Configure activity codes
- Configure service goal templates
Work Plans and
Forecasts
- Create a work plan
- Set up the work plan's configuration
- Configure a work plan's daily shifts
- Set up the shift activities
- Add agents to a work plan
- Validate and save a work plan
- Work with forecasts
- Work with forecast editor
- Add a forecast modification
- Manage forecast source data
- Export a forecast
Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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Schedules and
- Work with schedules
Time-Off Requests
- Navigate the schedule editor
- Add a blank schedule
- Generate a load-based schedule
- Explain the swap shifts
- Add a time-off request
- Approve a time-off request
- Deny a time-off request
- Navigate the time-off requests page
- Synchronize time-off requests
Real-Time and
Historical
Adherence
- Navigate the real-time adherence view
- Configure historical adherence
- Explain intraday monitoring
Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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GCX-WFM Questions and Answers Set
01. 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
Answer: d
02. Who has the necessary permissions to cancel time-off requests?
a) Supervisor
b) Agent
c) Administrator
d) User
Answer: b
03. Choose the metrics available in service goal templates.
a) Offered
b) Average Speed of Answer
c) Abandonment Rate
d) Average Handle Time
Answer: b, c
04. What is the default value for Severe Adherence Threshold settings?
a) 5 minutes
b) 6 minutes
c) 7 minutes
d) 10 minutes
Answer: a
Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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05. 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
Answer: c
06. What is the maximum number of queues supported by Genesys Cloud
for a single Management Unit?
a) 25
b) 50
c) 100
d) 150
Answer: c
07. 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
Answer: d
08. 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
Answer: d
Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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09. 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
Answer: a
10. 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
Answer: c
Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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Full Online Practice of GCX-WFM Certification
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Genesys Cloud CX Workforce Management Certification (GCX-WFM)
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