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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Adherence Sync
B) Adherence Matching
C) Real-Time Monitoring
D) Schedule Adherence Tracking

2. Choose the available metrics for forecasting methods.
Response:

A) Answered
B) Average Handle Time
C) Offered
D) Response Time

3. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By selecting them in the Forecast Editor
B) By importing a CSV file with agent data
C) By adding them directly in the Work Plan
D) By assigning them through the Schedule Manager

4. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A) Monitor call quality metrics
B) Assign call routing preferences
C) Configure daily shifts
D) Define shift activities

5. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Configure adherence tracking settings
B) Add quality monitoring processes
C) Set up recurring call reports
D) Establish management units within the business unit

Solutions: