Cloud CX Workforce Management Certification (GCX-WFM) Free Practice Test

Question 1

Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:

A. Real-time agent adherence

B. Agent training schedules

C. Daily call volume predictions

D. Daily agent activities and tasks

Correct Answer: A,D

Question 2

Which two features are accessible within the forecast editor?
(Choose two)
Response:

A. Adjusting forecasted call volumes

B. Modifying forecast data based on trends

C. Setting agent skill priorities

D. Adding historical adherence data

Correct Answer: A,B

Question 3

Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:

A. End-of-day adherence summaries

B. Real-time adherence to scheduled activities

C. Weekly adherence trends

D. Daily agent activities and adherence status

Correct Answer: B,D

Question 4

Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:

A. Automatically apply adherence penalties

B. Assign the request to the agent's supervisor for review

C. Approve the request and adjust forecast data

D. Deny the request and provide feedback on availability

Correct Answer: D

Question 5

In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A. To create a template for new schedules without predefined shifts

B. To reset an agent's adherence history

C. To add a forecast for future shifts

D. To clear previous adherence data

Correct Answer: A

Question 6

In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A. Adjust shift adherence for time-off requests

B. Approve or deny time-off requests

C. Synchronize requests with real-time adherence data

D. View agent availability during the requested period

Correct Answer: B,D

Question 7

Choose the available metrics for forecasting methods.
Response:

A. Response Time

B. Average Handle Time

C. Offered

D. Answered

Correct Answer: B,C

Question 8

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

A. Create activity codes

B. Set agent skill levels

C. Configure queue routing paths

D. Define service goal templates

Correct Answer: A,D

Question 9

You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A. Generate

B. Add

C. Create

D. Modify

Correct Answer: A

Question 10

How can an administrator deny a time-off request in Genesys Cloud?
Response:

A. Through the Activity Code Editor

B. By altering the Schedule Forecast

C. Using the Real-Time Adherence Monitor

D. Within the Time-Off Requests Page

Correct Answer: D

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Genesys Cloud CX Workforce Management Certification (GCX-WFM) Free Practice Test