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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Business Unit Configuration | - Business Structure Setup
|
| Scheduling Management | - Schedule Operations
|
| Forecasting and Planning | - Forecast Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
- A. 50
- B. 100
- C. 150
- D. 25
Correct Answer: B 🗳️
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
- A. Analyzing adherence at specific times of day
- B. Identifying recurring non-adherence trends
- C. Modifying forecast data for future adherence planning
- D. Directly adjusting future agent schedules
Correct Answer: A,B 🗳️
In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
- A. Ensure activities align with business needs
- B. Add an approval signature
- C. Check for scheduling conflicts
- D. Verify agent login times
Correct Answer: A,C 🗳️
How can an administrator deny a time-off request in Genesys Cloud?
Response:
- A. Using the Real-Time Adherence Monitor
- B. Through the Activity Code Editor
- C. Within the Time-Off Requests Page
- D. By altering the Schedule Forecast
Correct Answer: C 🗳️
Who has the necessary permissions to cancel time-off requests?
Response:
- A. User
- B. Agent
- C. Supervisor
- D. Administrator
Correct Answer: B 🗳️
