GCX-WFM STUDY MATERIALS - GCX-WFM LATEST QUESTIONS

GCX-WFM Study Materials - GCX-WFM Latest Questions

GCX-WFM Study Materials - GCX-WFM Latest Questions

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Genesys Cloud CX Workforce Management Certification Sample Questions (Q31-Q36):

NEW QUESTION # 31
Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

  • A. Customer Service Representative
  • B. IT Specialist
  • C. Workforce Manager
  • D. Workforce Administrator

Answer: C,D


NEW QUESTION # 32
Which of the following is NOT a component of a management unit?
Response:

  • A. Service Goal Template
  • B. Queue Assignment
  • C. Agent Group
  • D. Schedule Forecasting

Answer: B


NEW QUESTION # 33
Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:

  • A. To create interactive dashboards for customer interactions
  • B. To handle billing and financial records
  • C. To provide automated responses to customer inquiries
  • D. To manage agent schedules, forecasting, and adherence

Answer: D


NEW QUESTION # 34
In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

  • A. Configure Real-Time Adherence
  • B. Assign to the Agent Manager
  • C. Submit for approval
  • D. Validate and save the work plan

Answer: D


NEW QUESTION # 35
Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

  • A. Define the maximum work hours for agents
  • B. Monitor call quality
  • C. Assign phone numbers to agents
  • D. Create schedules

Answer: A,D


NEW QUESTION # 36
......

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