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Mock exam available

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

A) Validate agent certifications
B) Add a forecast modification
C) Configure service level goals
D) Analyze historical call patterns

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

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

3. In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

A) Agent pay rates
B) Agent adherence consistency
C) Trends in adherence deviations
D) Weekly call volume changes

4. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Shift Configuration
B) Activity Codes
C) Schedule Settings
D) Adherence Tracking

5. In workforce management, what is a business unit?
Response:

A) A temporary team assigned to special projects
B) An individual employee's work schedule
C) The primary organizational entity for managing work plans and schedules
D) A group of departments handling separate tasks

Solutions: