GCX-WFM Dumps Help You Study Objectives

By practicing with GCX-WFM exam-like questions, you can identify areas where you may need to focus your studies. Genesys GCX-WFM dumps can help you create a more targeted study plan and avoid wasting time studying topics you already know well. Taking GCX-WFM dumps can help you get used to the format and structure of the real exam. GCX-WFM dumps can help you feel more comfortable and confident on exam day, which can improve your chances of success. Practice Genesys GCX-WFM exam free dumps below.

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1. What is the primary purpose of configuring service goal templates in workforce management?

To automate adherence tracking

To establish performance targets like service level or average handle time

To manage holiday schedules

To set billing standards

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2. What is the primary purpose of the real-time adherence view in Genesys Cloud?

To adjust historical data for call volume

To monitor agent adherence in real-time

To review adherence after a shift ends

To track agent certifications

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3. What is the forecast source data used for in Genesys Cloud?

To predict future call patterns based on historical data

To provide real-time call metrics

To create backup schedules for agents

To analyze agent performance trends

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4. Which of the following is NOT a component of a management unit?

Agent Group

Service Goal Template

Queue Assignment

Schedule Forecasting

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5. Which two roles may have permission to manage activity codes in a management unit? (Choose two)

Workforce Administrator

Customer Service Representative

Workforce Manager

IT Specialist

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6. Which two components are configured in a service goal template? (Choose two)

Service Level

Forecast Editor

Average Handle Time

Call Volume Reports

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7. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs? (Choose two)

Generate load-based schedules based on call volume predictions

Approve time-off requests directly in the Schedule Editor

Customize shift start and end times for individual agents

Set service goals for adherence tracking

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8. In Genesys Cloud, which two actions can be performed to validate a work plan? (Choose two)

Check for scheduling conflicts

Add an approval signature

Ensure activities align with business needs

Verify agent login times

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9. What is the purpose of the Schedule Editor in Genesys Cloud?

To manage adherence reports

To create and adjust agent schedules based on business needs

To configure quality monitoring for interactions

To track agent skills and certifications

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10. 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?

Start Time is Relative to Shift Start

Daily Paid Time

Copy Shifts to Days

Counts as Work Time

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11. Which two aspects can intraday monitoring help manage in workforce management? (Choose two)

Real-time agent adherence

Daily call volume predictions

Daily agent activities and tasks

Agent training schedules

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12. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management? (Choose two)

Identifying recurring non-adherence trends

Modifying forecast data for future adherence planning

Analyzing adherence at specific times of day

Directly adjusting future agent schedules

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13. In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.

True

False

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14. How long does it take for a load-based schedule to be generated?

5 minutes

10 minutes

15 minutes

20 minutes

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15. In Genesys Cloud, which two types of data can the historical adherence report provide? (Choose two)

Weekly call volume changes

Trends in adherence deviations

Agent adherence consistency

Agent pay rates

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16. In the real-time adherence view, a red indicator typically signifies:

An agent is on break

An agent is not adhering to their scheduled activities

An agent is currently unavailable for calls

The schedule has ended

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17. In workforce management, what is a business unit?

A group of departments handling separate tasks

The primary organizational entity for managing work plans and schedules

An individual employee’s work schedule

A temporary team assigned to special projects

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18. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?

Scheduled Activities

Adherence

Impact

Agent Details

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19. The historical adherence report is useful for:

Monitoring live agent activity

Adjusting agent availability in real time

Reviewing adherence patterns over past shifts

Creating real-time schedules

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20. In Genesys Cloud, what does the historical adherence feature provide?

An overview of agent activities across shifts

A record of all calls handled by agents

A historical view of adherence metrics over a specified period

A list of agent credentials

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21. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.

True

False

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22. In workforce management, how can an admin add an activity code?

Through the Business Unit Manager

Within the Management Unit Configuration

Via the Activity Code Editor in the Admin panel

Directly in the Queue Settings

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23. Which two actions are necessary when setting up a work plan? (Choose two)

Configure daily shifts

Monitor call quality metrics

Assign call routing preferences

Define shift activities

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24. An Agent cannot edit a time-off request after it has been created.

True

False

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25. In Genesys Cloud, intraday monitoring is used primarily for:

Analyzing agent performance trends over weeks

Monitoring adherence and activity throughout the current day

Reviewing historical call metrics

Adjusting agent skill levels

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26. Which role typically has permission to create and configure a business unit?

Agent

Workforce Administrator

Customer Service Manager

Quality Assurance Specialist

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27. Choose the metrics available in service goal templates.

Offered

Average Speed of Answer

Abandonment Rate

Average Handle Time

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28. Which feature allows you to partition agents based on the types of interactions they handle?

Workplans

Service Goal Groups

Management Units

Forecast

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29. Synchronizing time-off requests helps integrate these requests into agent adherence data.

True

False

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30. Which two key elements should be considered when creating a management unit? (Choose two)

Define service goal templates

Set agent skill levels

Create activity codes

Configure queue routing paths

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