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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, what is the first step to approve a time-off request?
Response:

A) Add a forecast modification
B) Access the time-off requests page
C) Synchronize with adherence settings
D) Adjust agent availability

2. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A) Work Time Constrains
B) Minimum Time Between Shifts
C) Daily Paid Time Divisible By
D) Weekly Paid Time

3. Which feature in Genesys Cloud allows you to adjust the predicted call volume?
Response:

A) Forecast Modification
B) Activity Code Editor
C) Real-Time Adherence
D) Agent Scheduling

4. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A) Approve time-off requests directly in the Schedule Editor
B) Set service goals for adherence tracking
C) Generate load-based schedules based on call volume predictions
D) Customize shift start and end times for individual agents

5. Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:

A) To provide automated responses to customer inquiries
B) To handle billing and financial records
C) To manage agent schedules, forecasting, and adherence
D) To create interactive dashboards for customer interactions

Solutions: