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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A) True
B) False

2. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A) Allows agents to exchange shifts with each other
B) Ensures scheduling meets service goals
C) Allows agents to exchange shifts with manager approval
D) Reduces adherence penalties for agents

3. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Shift start and end times
B) Agent availability
C) Activity code adherence
D) Forecasted call volume

4. Which feature allows you to partition agents based on the types of interactions they handle?
Response:

A) Workplans
B) Management Units
C) Service Goal Groups
D) Forecast

5. Which view in Genesys Cloud provides an hourly breakdown of adherence and activities?
Response:

A) Intraday Monitor
B) Daily Adherence Overview
C) Real-Time View
D) Historical Adherence View

Solutions: