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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. The historical adherence report is useful for:
Response:

A) Adjusting agent availability in real time
B) Creating real-time schedules
C) Monitoring live agent activity
D) Reviewing adherence patterns over past shifts

2. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A) View agent availability during the requested period
B) Synchronize requests with real-time adherence data
C) Adjust shift adherence for time-off requests
D) Approve or deny time-off requests

3. How can an administrator deny a time-off request in Genesys Cloud?
Response:

A) By altering the Schedule Forecast
B) Within the Time-Off Requests Page
C) Using the Real-Time Adherence Monitor
D) Through the Activity Code Editor

4. Choose the metrics available in service goal templates.
Response:

A) Average Speed of Answer
B) Offered
C) Average Handle Time
D) Abandonment Rate

5. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Validate and save the work plan
B) Assign to the Agent Manager
C) Configure Real-Time Adherence
D) Submit for approval

Solutions: