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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Schedule Adherence Tracking
B) Real-Time Monitoring
C) Adherence Sync
D) Adherence Matching

3. You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A) Add
B) Create
C) Generate
D) Modify

4. 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) Impact
D) Scheduled Activities

5. Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:

A) Swap Shifts
B) Real-Time Shift Monitor
C) Adherence Tracking
D) Schedule Reset

Solutions: