GCX-WFM

Review 59 GCX-WFM practice questions with answer explanations and community insights.

Question 1

Divisions allow you to __________.

  1. Group and separate objects
  2. Locate and assign objects
  3. All of the above

Question 2

Which of the following attributes ensure that the interactions are routed to the most qualified agent? (Choose two.)

  1. Languages
  2. Medians
  3. Skills
  4. Index Ratings
  5. Knowledge levels

Question 3

Which role is automatically assigned to a new user?

  1. User
  2. Communicate – User
  3. admin
  4. employee

Question 4

Which of the following are ACD Evaluation Methods? (Choose three.)

  1. All skills matching
  2. Best available skills
  3. Bullseye matching
  4. Disregard skills
  5. Agent availability

Question 5

Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?

  1. Architect
  2. Automatic Call Distribution
  3. Emergency Groups
  4. Scheduling
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