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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Agent breaks and lunch activities
B) Agent logins for the day
C) Weekly adherence reports
D) Adherence to scheduled tasks

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

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

3. 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

4. Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A) False
B) True

5. Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

A) Logging adherence changes automatically in the forecast data
B) Sending a notification to the non-adherent agent
C) Adjusting the agent's schedule within the adherence view
D) Viewing specific deviations from the schedule

Solutions: