Genesys GCX-WFM Exam Questions : Cloud CX Workforce Management Certification

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A) Add
B) Generate
C) Create
D) Modify

2. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

A) Configure service level goals
B) Analyze historical call patterns
C) Add a forecast modification
D) Validate agent certifications

3. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) True
B) False

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

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

5. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Identifying recurring non-adherence trends
B) Analyzing adherence at specific times of day
C) Modifying forecast data for future adherence planning
D) Directly adjusting future agent schedules

Solutions: