Genesys GCX-WFM Practice Exams
Last updated on Apr 07,2025- Exam Code: GCX-WFM
- Exam Name: Cloud CX Workforce Management Certification
- Certification Provider: Genesys
- Latest update: Apr 07,2025
The forecast editor in Genesys Cloud primarily serves which purpose?
- A . To predict call volume and scheduling needs
- B . To manage agent interactions
- C . To handle quality assurance
- D . To define agent skill levels
Which action can be taken if an agent’s time-off request does not meet scheduling needs?
- A . Approve the request and adjust forecast data
- B . Deny the request and provide feedback on availability
- C . Automatically apply adherence penalties
- D . Assign the request to the agent’s supervisor for review
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 handle multiple interaction types
- D . Agents who only take calls
In workforce management, how can an admin add an activity code?
- A . Through the Business Unit Manager
- B . Within the Management Unit Configuration
- C . Via the Activity Code Editor in the Admin panel
- D . Directly in the Queue Settings
Which two components are configured in a service goal template? (Choose two)
- A . Service Level
- B . Forecast Editor
- C . Average Handle Time
- D . Call Volume Reports
Which two steps are essential in working with forecasts in Genesys Cloud? (Choose two)
- A . Add a forecast modification
- B . Validate agent certifications
- C . Analyze historical call patterns
- D . Configure service level goals
What is the primary purpose of configuring service goal templates in workforce management?
- A . To automate adherence tracking
- B . To establish performance targets like service level or average handle time
- C . To manage holiday schedules
- D . To set billing standards
Which activity code type is typically used for non-customer-facing tasks?
- A . Adherence-Based
- B . Productive
- C . Non-Productive
- D . Call Handling
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 . Start Time is Relative to Shift Start
- B . Daily Paid Time
- C . Copy Shifts to Days
- D . Counts as Work Time
What is the forecast source data used for in Genesys Cloud?
- A . To predict future call patterns based on historical data
- B . To provide real-time call metrics
- C . To create backup schedules for agents
- D . To analyze agent performance trends