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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:

A) Agent skill level
B) Agent pay rates
C) Start and end times
D) Required activities

2. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Productive
B) Adherence-Based
C) Non-Productive
D) Call Handling

3. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Schedule Adherence Tracking
B) Adherence Sync
C) Real-Time Monitoring
D) Adherence Matching

4. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

A) Configure queue routing paths
B) Define service goal templates
C) Set agent skill levels
D) Create activity codes

5. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:

A) Approve time-off requests within the forecast
B) Add a forecast modification based on anticipated call volume changes
C) Analyze historical call volume data
D) Generate agent performance reports

Solutions: