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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

A) Workforce Administrator
B) Workforce Manager
C) IT Specialist
D) Customer Service Representative

2. In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A) Agent Availability Tracker
B) Historical Adherence Report
C) Adherence Dashboard
D) Real-Time Adherence View

3. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) True
B) False

4. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Shift Optimizer
B) Call Volume Manager
C) Schedule Generator
D) Activity Code Editor

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

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

Solutions: