Free Genesys GCX-WFM Exam Dumps Questions & Answers

Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

• A.  Adherence
• B.  Impact
• C.  Agent Details
• D.  Scheduled Activities

In workforce management, what is a business unit?
Response:

• A.  An individual employee's work schedule
• B.  The primary organizational entity for managing work plans and schedules
• C.  A temporary team assigned to special projects
• D.  A group of departments handling separate tasks

Choose the metrics available in service goal templates.
Response:

• A.  Average Handle Time
• B.  Abandonment Rate
• C.  Average Speed of Answer
• D.  Offered

Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

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

Which two components are configured in a service goal template?
(Choose two)
Response:

• A.  Forecast Editor
• B.  Average Handle Time
• C.  Call Volume Reports
• D.  Service Level