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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Add an approval signature
B) Verify agent login times
C) Ensure activities align with business needs
D) Check for scheduling conflicts

2. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Adherence
B) Scheduled Activities
C) Impact
D) Agent Details

3. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Establish management units within the business unit
B) Set up recurring call reports
C) Add quality monitoring processes
D) Configure adherence tracking settings

4. Which feature allows you to track adherence deviations as they occur?
Response:

A) Real-Time Adherence View
B) Queue Manager
C) Adherence Tracker
D) Schedule Monitor

5. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Agent availability
B) Activity code adherence
C) Shift start and end times
D) Forecasted call volume

Solutions: