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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 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

Question 2

Agents that handle the same set of interactions should belong to the same Business Unit.
Response:

A. True
B. False

Question 3

In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:

A. Deny the request and provide a reason for unavailability
B. Approve the request but remove the agent from other shifts
C. Approve the request without changes
D. Delay the decision until another agent can cover the shift

Question 4

You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A. Weekly Paid Time
B. Minimum Time Between Shifts
C. Daily Paid Time Divisible By
D. Work Time Constrains

Question 5

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

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

Solutions: