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Genesys Certified Professional 8 System Consultant, Genesys Workforce Management (GCP8 - CWFM) Question and Answers

Genesys Certified Professional 8 System Consultant, Genesys Workforce Management (GCP8 - CWFM)

Last Update May 4, 2024
Total Questions : 85

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Questions 1

Which are possible methods of WFM Server load balancing?

Choose 2 answers

Options:

A.  

Processor balancing

B.  

Memory balancing

C.  

Host balancing

D.  

Third-party load-balancer

Discussion 0
Questions 2

What is the relations between Agents and contracts?

Options:

A.  

Agents only need a Contract if they are Multi-Skilled

B.  

Only one Contract can be assigned to an Agent at a time

C.  

Contracts determine the types of calls that can be routed to an Agent

D.  

Agents are automatically assigned a Termination Date if they do not have a Contract

Discussion 0
Questions 3

What does synchronization of daily schedules mean?

Options:

A.  

All Agents in a team start a shift within specified threshold

B.  

All Agents in a team receive lunch at the same time

C.  

All shifts in a schedule scenario are automatically synchronized with shifts in Master schedule

D.  

Every Agent starts a shift within a specified threshold for a specific period

Discussion 0
Questions 4

How are agents linked to activities?

Options:

A.  

As a member of a special Agent Group defined on a Activity

B.  

By defining a skill and level on an Activity

C.  

Manually in WFM configuration utility

D.  

Manually in Genesys Administrator

Discussion 0
Questions 5

What is the maximum size of the database you have backup using the WFM DB Utility?

Options:

A.  

1GB

B.  

2GB

C.  

1TB

D.  

1PB

Discussion 0
Questions 6

You are configuring an Event, in building a forecast for a particular period, which of the following should you select to ignore volume and AHT?

Options:

A.  

Attribute Property

B.  

Disregard Historical Data

C.  

Overlap Template

D.  

Activity

Discussion 0
Questions 7

What are the possible actions one can take in order to avoid an Agent available in WFM Configuration Utility to be scheduled at all during the next schedule period?

Choose 3 answers

Options:

A.  

Change the skill levels in WFM Configuration Utility

B.  

Disable Skills in WFM Configuration Utility

C.  

Remove the Login ID in Genesys Administrator

D.  

Adjust the Hiring/Termination date in WFM configuration utility

E.  

Grant the agent an exception in the Calendar

Discussion 0
Questions 8

Where would you configure Time-Off Types in WFM 8.1?

Options:

A.  

WFM Configuration Utility

B.  

WFM Web for Supervisors

C.  

WFM Web for Agents

D.  

WFM Daemon

Discussion 0
Questions 9

What functions can you perform for a business unit?

Choose 3 answers

Options:

A.  

Recreate Multisite Activity

B.  

Create Overlays

C.  

Split Interaction volume Forecast

D.  

Split workforce Forecast

E.  

Split Contracts and/or Shifts

Discussion 0
Questions 10

Agent's Skills are added, modified or removed in which Genesys application?

Options:

A.  

CC Pulse

B.  

WFM web

C.  

SCI

D.  

Genesys Administrator

Discussion 0
Questions 11

Refer to the image shown: When opening the WFM Schedule Intra-Day view it looks like the image, what conclusion can you draw from this?

Options:

A.  

There is a problem with coverage before 7AM and 6PM

B.  

There is a 'dip' in coverage at 2PM - 3PM

C.  

Coverage is sufficient

D.  

There is no Master Forecast for that day

Discussion 0
Questions 12

What is the Activity in Genesys WFM where the work does not use or require WFM service objectives, such as research or scheduled callbacks?

Options:

A.  

Immediate work

B.  

Deferred work

C.  

Fixed-Staff work

Discussion 0
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