Genesys GCX-WFM - Genesys Cloud CX: WEM - Workforce Management Certified Specialist Exam
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Total 59 questions
Question #11 (Topic: Exam A)
Which of the following actions can agents typically perform in Genesys Cloud CX Workforce Management? (Choose four.)
A. Access their schedules from the agent dashboard.
B. Edit their time-off requests.
C. Submit time-off requests.
D. View their assignments in a management unit.
E. Verify adherence to their respective schedules.
F. Cancel their time-off requests.
Answer: AD
Question #12 (Topic: Exam A)
Which of the following time-off request features are enabled for an agent? (Choose three.)
A. Ability to submit time-off requests.
B. View your approved and pending time-off requests.
C. Cancel eligible time-off requests.
D. Edit your request after it has been created.
Answer: ABC
Question #13 (Topic: Exam A)
Agents can view their schedule as created by the workforce manager but cannot customize the schedule to see information for a specific date range.
A. True
B. False
Answer: B
Question #14 (Topic: Exam A)
Mary is working as an agent for ABC corporation with a scheduled shift of 8 hours. As she is addicted to coffee, she has a practice of taking unplanned breaks when she is scheduled to be on-queue.
What type of impact is created in this scenario?
What type of impact is created in this scenario?
A. Positive Impact
B. Negative Impact
C. Neutral Impact
D. No Impact
Answer: B
Question #15 (Topic: Exam A)
Genesys Cloud CX measures schedule adherence as a percentage by taking the total time that an agent is scheduled to work and dividing it by the time that are available for interactions.
A. True
B. False
Answer: B
