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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 1

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. Synchronize requests with real-time adherence data
C. View agent availability during the requested period
D. Approve or deny time-off requests

Question 2

In Genesys Cloud, intraday monitoring is used primarily for:
Response:

A. Monitoring adherence and activity throughout the current day
B. Adjusting agent skill levels
C. Reviewing historical call metrics
D. Analyzing agent performance trends over weeks

Question 3

Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A. Adherence
B. Scheduled Activities
C. Impact
D. Agent Details

Question 4

Which role typically has permission to create and configure a business unit?
Response:

A. Agent
B. Quality Assurance Specialist
C. Workforce Administrator
D. Customer Service Manager

Question 5

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. Generate
B. Add
C. Create
D. Modify

Solutions: