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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

A) Configure queue routing paths
B) Set agent skill levels
C) Define service goal templates
D) Create activity codes

3. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Validate and save the work plan
B) Submit for approval
C) Configure Real-Time Adherence
D) Assign to the Agent Manager

4. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Configuring future adherence targets
B) Real-time agent tracking
C) Identifying trends in agent availability
D) Tracking adherence over a specific period

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

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

Solutions: