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

2. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Create schedules
B) Define the maximum work hours for agents
C) Assign phone numbers to agents
D) Monitor call quality

3. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A) Adjust shift adherence for time-off requests
B) View agent availability during the requested period
C) Synchronize requests with real-time adherence data
D) Approve or deny time-off requests

4. What is the primary function of a work plan in Genesys Cloud?
Response:

A) To assign specific call tasks to agents
B) To monitor real-time adherence
C) To manage call quality metrics
D) To define shifts and work patterns for agents

5. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) True
B) False

Solutions: