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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In workforce management, how can an admin add an activity code?
Response:

A) Via the Activity Code Editor in the Admin panel
B) Within the Management Unit Configuration
C) Directly in the Queue Settings
D) Through the Business Unit Manager

2. You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A) Modify
B) Create
C) Generate
D) Add

3. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Adherence
B) Scheduled Activities
C) Impact
D) Agent Details

4. Which of the following is NOT a component of a management unit?
Response:

A) Schedule Forecasting
B) Service Goal Template
C) Queue Assignment
D) Agent Group

5. What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:

A) To review adherence after a shift ends
B) To adjust historical data for call volume
C) To monitor agent adherence in real-time
D) To track agent certifications

Solutions: