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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Modifying forecast data for future adherence planning
B) Identifying recurring non-adherence trends
C) Directly adjusting future agent schedules
D) Analyzing adherence at specific times of day

2. When creating a management unit, what key principle must be considered?
Response:

A) Aligning agents with specific scheduling requirements
B) Enforcing hourly task completion
C) Ensuring minimal agent interaction
D) Organizing agents by their daily availability

3. When you add a forecast modification, you need to enable it to be active.
Response:

A) False
B) True

4. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Skills
B) Languages
C) Desire to Use
D) A Score

5. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:

A) Agent skill level allocation
B) Daily shift start and end times
C) Activity codes for task identification
D) Real-time adherence settings

Solutions: