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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a work plan, which setting allows you to configure shift activities?
Response:

A) Activity Code Manager
B) Work Plan Editor
C) Shift Configurator
D) Schedule Editor

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

3. When you add a forecast modification, you need to enable it to be active.
Response:

A) False
B) True

4. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Adherence to scheduled tasks
B) Agent logins for the day
C) Agent breaks and lunch activities
D) Weekly adherence reports

5. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A) Monitor call quality metrics
B) Assign call routing preferences
C) Configure daily shifts
D) Define shift activities

Solutions: