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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:
1. 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
2. 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
3. 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
4. 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
5. Who has the necessary permissions to cancel time-off requests?
Response:
A) User
B) Agent
C) Supervisor
D) Administrator
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,B | Question # 3 Answer: A,C | Question # 4 Answer: C | Question # 5 Answer: B |
