GCX-WFM 시험 - Genesys실제시험문제와 답 - 99문항

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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Genesys GCX-WFM 시험