Genesys GCX-WFM 問題練習

Question No : 1
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

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Question No : 2
Which two aspects can intraday monitoring help manage in workforce management? (Choose two)

• A.Real-time agent adherence
• B.Daily call volume predictions
• C.Daily agent activities and tasks
• D.Agent training schedules

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Question No : 3
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

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Question No : 4
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

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Question No : 5
If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.

• A.True
• B.False

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Question No : 6
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs? (Choose two)

• A.Generate load-based schedules based on call volume predictions
• B.Approve time-off requests directly in the Schedule Editor
• C.Customize shift start and end times for individual agents
• D.Set service goals for adherence tracking

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Question No : 7
Agents that handle the same set of interactions should belong to the same Business Unit.

• A.True
• B.False

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Question No : 8
In Genesys Cloud, what does exporting a forecast allow you to do?

• A.Adjust agent skills based on forecast data
• B.Share forecast data with external systems or teams
• C.Configure agent adherence settings
• D.Change historical call metrics

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Question No : 9
In the real-time adherence view, a red indicator typically signifies:

• A.An agent is on break
• B.An agent is not adhering to their scheduled activities
• C.An agent is currently unavailable for calls
• D.The schedule has ended

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Question No : 10
When configuring a work plan’s daily shifts, what two components can be specified? (Choose two)

• A.Start and end times
• B.Agent pay rates
• C.Required activities
• D.Agent skill level

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Question No : 11
Which two actions can be performed in the Forecast Editor to help plan future schedules accurately? (Choose two)

• A.Add a forecast modification based on anticipated call volume changes
• B.Generate agent performance reports
• C.Analyze historical call volume data
• D.Approve time-off requests within the forecast

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Question No : 12
Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately? (Choose two)

• A.Sending a notification to the non-adherent agent
• B.Adjusting the agent’s schedule within the adherence view
• C.Logging adherence changes automatically in the forecast data
• D.Viewing specific deviations from the schedule

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Question No : 13
A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.

• A.True
• B.False

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Question No : 14
When you add a forecast modification, you need to enable it to be active.

• A.True
• B.False

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Question No : 15
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

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