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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 1

In workforce management, what is a business unit?
Response:

A. A temporary team assigned to special projects
B. An individual employee's work schedule
C. A group of departments handling separate tasks
D. The primary organizational entity for managing work plans and schedules

Question 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. Real-Time Adherence View
C. Adherence Dashboard
D. Historical Adherence Report

Question 3

Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A. Schedule Adherence Tracking
B. Adherence Sync
C. Adherence Matching
D. Real-Time Monitoring

Question 4

An Agent cannot edit a time-off request after it has been created.
Response:

A. True
B. False

Question 5

When setting up a work plan, which setting allows you to configure shift activities?
Response:

A. Work Plan Editor
B. Schedule Editor
C. Activity Code Manager
D. Shift Configurator

Solutions: