Genesys GCX-WFM : Cloud CX Workforce Management Certification

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. Who has the necessary permissions to cancel time-off requests?
Response:

A) Agent
B) User
C) Administrator
D) Supervisor

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

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

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

A) True
B) False

5. Choose the metrics available in service goal templates.
Response:

A) Average Speed of Answer
B) Offered
C) Average Handle Time
D) Abandonment Rate

Solutions: