Genesys GCX-WFM - Genesys Cloud CX: WEM - Workforce Management Certified Specialist Exam
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Total 59 questions
Question #1 (Topic: Exam A)
Divisions allow you to __________.
A. Group and separate objects
B. Locate and assign objects
C. All of the above
Answer: C
Question #2 (Topic: Exam A)
Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)
A. Languages
B. Medians
C. Skills
D. Index Ratings
E. Knowledge levels
Answer: AC
Question #3 (Topic: Exam A)
Which role is automatically assigned to a new user?
A. User
B. Communicate – User
C. admin
D. employee
Answer: B
Question #4 (Topic: Exam A)
Which of the following are ACD Evaluation Methods? (Choose three.)
A. All skills matching
B. Best available skills
C. Bullseye matching
D. Disregard skills
E. Agent availability
Answer: ABC
Question #5 (Topic: Exam A)
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
A. Architect
B. Automatic Call Distribution
C. Emergency Groups
D. Scheduling
Answer: B
