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

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Questions # 11:

What is the duration for an interaction volume Template?

Options:
A.

1 day

B.

1 week

C.

l month

D.

l year

Expert Solution
Questions # 12:

What is the maximum number of Exceptions which can be created per site?

Options:
A.

10

B.

30

C.

100

D.

1000

E.

No Limit

Expert Solution
Questions # 13:

Which statement is correct?

Options:
A.

A site in WFM always corresponds to a Switch in Genesys Administrator.

B.

A site is always apart of Business Unit.

Expert Solution
Questions # 14:

Is there a limit on the number of Activities configurable in Genesys WFM for a site?

Options:
A.

Yes, up Co 10 Activities

B.

Yes, up to 100 Activities

C.

Yes, up to 500 Activities

D.

No, there is no limit

Expert Solution
Questions # 15:

Which are valid scenario elements you can use when creating a schedule scenario?

Choose 4 answers

Options:
A.

Real Agents

B.

Profile Agents

C.

To Sites/Activities

D.

Scenario period

E.

Shifts

F.

Contracts

Expert Solution
Questions # 16:

Which statements are correct?

Choose 2 answers

Options:
A.

It is possible to use a Meeting scheduler after a schedule has been published.

B.

It is possible to create a schedule without a published forecast.

C.

Once a schedule is published there it is no longer possible to change it.

D.

It is possible to remove single schedule Items from a schedule like Breaks, Trainings, etc., but it is not possible to remove multiple items at a time e.g. Meeting from all team members.

Expert Solution
Questions # 17:

Which of the following forecasts are staffing forecasts?

Choose 2 answers

Options:
A.

Average Handling Time Forecast

B.

Calculated Forecast

C.

Required Forecast

D.

Manually Interaction Volume Forecast

E.

Service Level Forecast

Expert Solution
Questions # 18:

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

Expert Solution
Questions # 19:

Which set of factors would provide the basis for an optimal staffing calculation?

Options:
A.

Actual ASA, coverage and maximum occupancy

B.

Actual interaction volume, actual AHT and indirectly occupied time

C.

Actual interaction volume, actual AHT, and the service objectives

D.

Predicted interaction volume potential AHT and minimum occupancy

Expert Solution
Questions # 20:

A Rotating Pattern can be assigned to which of the following?

Choose 2 answers

Options:
A.

An Agent

B.

A Team

C.

An Activity

D.

A Site

E.

A Business Unit

Expert Solution
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