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

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Questions # 1:

Which statements are correct? Choose 2 answers

Options:
A.

AnAgent can put a vacation request on a Waiting list.

B.

There can be many Time off Rules defined, but an Agent can have only one Time Off Rule assigned at a time.

C.

An Agent can trade a "Shift" for a "Day Off'.

D.

An Agent can trade a "Shift" for a "Vacation".

Expert Solution
Questions # 2:

What task can using WFM Web for Supervisors allow you to do?

Options:
A.

Assign Agents into the teams

B.

Approve vacation

C.

Create a Vacation rule

D.

Assign an Agent into Agent Group

Expert Solution
Questions # 3:

Which of the following access rights can be configured in WFM Configuration utility?

Choose 4 answers

Options:
A.

Access to Agent Groups

B.

Access to Teams

C.

Agent access to WFM Web for Agents

D.

Access to WFM reports

E.

Access to Master Schedule

F.

Publish Forecast

Expert Solution
Questions # 4:

Complete the sentence:

Task Sequence is configured on_____________________________.

Options:
A.

An Activity

B.

A Contract

C.

A Shift

D.

A Rotating Pattern

Expert Solution
Questions # 5:

Which of the following are examples of Schedule States that can be used when setting up Schedule State Groups?

Options:
A.

Adherent, Non-Adherent

B.

Call inbound, NotReadyforNextCall, CallOutbound

C.

DN Groups. Agent Groups. Race Groups

D.

Exceptions, Meals, Time OffTypes, Activities

Expert Solution
Questions # 6:

Which of the following Genesys documentation will answer questions regarding sizing the WFM Database?

Options:
A.

Genesys 8.0 Supported Operating Systems and Database Reference Manual

B.

WFM 8.x Administrator's Guide

C.

Genesys 8.x Database sizing Estimator

D.

WFM Installation Manual

Expert Solution
Questions # 7:

Which two actions can you perform using the WFM Configuration Utility?

Choose 2 answers

Options:
A.

Modify schedule

B.

Create a Report

C.

Create a shift

D.

Change access rights to scheduling module

Expert Solution
Questions # 8:

Which of the following is true for “Marked Tim”?

Options:
A.

The only difference between an "Exception" and "Marked Time" is that an Exception may be asked by an Agent while Marked Time may not

B.

When an "Marked Time" is scheduled Agent is taken away from his/her Work for the duration of Marked Time and then returned back

C.

Marked Time does not interrupt Agent work. It is only used to report specific situations like Coaching, Supervisor assist etc. while working

D.

"Marked Time" Is used to differentiate between paid and not paid time during Agent shift

Expert Solution
Questions # 9:

Secure Socket Layer (SSL) may be used to encrypt the WFM Web connection to which of the following?

Choose 2 answers

Options:
A.

WFM web for Supervisors

B.

WFM Web for Agents

C.

WFM Configuration utility

D.

WFM Database

Expert Solution
Questions # 10:

Where can Overlays be configured?

Options:
A.

Genesys Administrator

B.

WFM Configuration Utility

C.

WFM Web for Supervisors

D.

WFM Web for Agents

Expert Solution
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