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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A) To reset an agent's adherence history
B) To create a template for new schedules without predefined shifts
C) To clear previous adherence data
D) To add a forecast for future shifts

2. 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

3. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:

A) Generate agent performance reports
B) Analyze historical call volume data
C) Add a forecast modification based on anticipated call volume changes
D) Approve time-off requests within the forecast

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 component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A) Management Unit
B) Queue Group
C) Schedule Creator
D) Task Manager

Solutions: