Genesys Cloud CX Workforce Management Certification - GCX-WFM

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. 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) Viewing specific deviations from the schedule
C) Sending a notification to the non-adherent agent
D) Adjusting the agent's schedule within the adherence view

2. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Verify agent login times
B) Check for scheduling conflicts
C) Add an approval signature
D) Ensure activities align with business needs

3. In workforce management, how can an admin add an activity code?
Response:

A) Directly in the Queue Settings
B) Through the Business Unit Manager
C) Via the Activity Code Editor in the Admin panel
D) Within the Management Unit Configuration

4. Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:

A) Daily agent activities and tasks
B) Real-time agent adherence
C) Daily call volume predictions
D) Agent training schedules

5. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:

A) Daily Paid Time
B) Copy Shifts to Days
C) Start Time is Relative to Shift Start
D) Counts as Work Time

Solutions: