GCX-WFM Cloud CX Workforce Management Certification Exam Free Dumps

dumps2025-02-28T09:00:44+08:00

GCX-WFM Cloud CX Workforce Management exam is easy to pass now. Learning GCX-WFM exam information is the first step for you to study. There are 60 Multiple Choice, Multiple Select, and True/False Questions in real GCX-WFM exam, and you have 120 minutes to answer all the questions. The available language is English. We provide the latest Cloud CX Workforce Management certification GCX-WFM exam dumps, which can ensure you pass the test easily. Free Cloud CX Workforce Management GCX-WFM exam dumps are available below.

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1. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent? (Choose two options)

Skills

Languages

Desire to Use

A Score

2. Which two features are accessible within the forecast editor? (Choose two)

Adjusting forecasted call volumes

Setting agent skill priorities

Adding historical adherence data

Modifying forecast data based on trends

3. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?

Submit for approval

Validate and save the work plan

Assign to the Agent Manager

Configure Real-Time Adherence

4. Who has the necessary permissions to cancel time-off requests?

Supervisor

Administrator

Agent

User

5. In Genesys Cloud, a load-based schedule is generated based on:

Agent skill levels

Anticipated call volume and demand

Adherence history

Quality monitoring data

6. What is the primary function of a work plan in Genesys Cloud?

To assign specific call tasks to agents

To define shifts and work patterns for agents

To monitor real-time adherence

To manage call quality metrics

7. 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

8. Which two tasks can be managed within the Management Unit in workforce management? (Choose two)

Create schedules

Define the maximum work hours for agents

Assign phone numbers to agents

Monitor call quality

9. How can an administrator deny a time-off request in Genesys Cloud?

Through the Activity Code Editor

Using the Real-Time Adherence Monitor

Within the Time-Off Requests Page

By altering the Schedule Forecast

10. What is the primary use of intraday monitoring?

To view agent adherence on a weekly basis

To compare adherence between departments

To monitor current day’s adherence and activity

To adjust agent roles

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

Approve or deny time-off requests

Adjust shift adherence for time-off requests

View agent availability during the requested period

Synchronize requests with real-time adherence data

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

13. When creating a management unit, what key principle must be considered?

Ensuring minimal agent interaction

Aligning agents with specific scheduling requirements

Organizing agents by their daily availability

Enforcing hourly task completion

14. Which component in Genesys Cloud is used to create and manage agent schedules?

Business Unit

Schedule Manager

Work Plan

Queue Group

15. Which term describes the process of adjusting a schedule based on load demands?

Adherence Matching

Load-Based Scheduling

Capacity Planning

Forecast Scaling

16. 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?

Weekly Paid Time

Daily Paid Time Divisible By

Minimum Time Between Shifts

Work Time Constrains

17. Which two features are provided in the historical adherence view? (Choose two)

Tracking adherence over a specific period

Identifying trends in agent availability

Configuring future adherence targets

Real-time agent tracking

18. What component would an IC administrator create first when setting up workforce management?

Business Unit

Management Unit

Shift Schedule

Activity Code

19. What are the routing types used by Genesys Cloud?

IVR Routing and ACD Routing

WFM Routing and IVR Routing

AWS Routing and IVR Routing

Outbound Contact and Inbound Contact

20. 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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21. 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

22. When you add a forecast modification, you need to enable it to be active.

True

False

23. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.

True

False

24. Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately? (Choose two)

Sending a notification to the non-adherent agent

Adjusting the agent’s schedule within the adherence view

Logging adherence changes automatically in the forecast data

Viewing specific deviations from the schedule

25. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately? (Choose two)

Add a forecast modification based on anticipated call volume changes

Generate agent performance reports

Analyze historical call volume data

Approve time-off requests within the forecast

26. When configuring a work plan’s daily shifts, what two components can be specified? (Choose two)

Start and end times

Agent pay rates

Required activities

Agent skill level

27. 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

28. In Genesys Cloud, what does exporting a forecast allow you to do?

Adjust agent skills based on forecast data

Share forecast data with external systems or teams

Configure agent adherence settings

Change historical call metrics

29. Agents that handle the same set of interactions should belong to the same Business Unit.

True

False

30. 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

GCX-WFM Cloud CX Workforce Management Certification Exam Free Dumps

GCX-WFM Cloud CX Workforce Management Certification Exam Free Dumps

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