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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Configure adherence tracking settings
B) Set up recurring call reports
C) Establish management units within the business unit
D) Add quality monitoring processes

2. When creating a management unit, what key principle must be considered?
Response:

A) Ensuring minimal agent interaction
B) Organizing agents by their daily availability
C) Aligning agents with specific scheduling requirements
D) Enforcing hourly task completion

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

4. Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A) Task Manager
B) Queue Group
C) Schedule Creator
D) Management Unit

5. Which activity code setting determines if an activity is counted as part of adherence?
Response:

A) Compliance Setting
B) Real-Time Compliance
C) Adherence Setting
D) Historical Adherence

Solutions: