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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:

A) To review adherence after a shift ends
B) To track agent certifications
C) To adjust historical data for call volume
D) To monitor agent adherence in real-time

2. An Agent cannot edit a time-off request after it has been created.
Response:

A) False
B) True

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) Submit for approval
D) Configure Real-Time Adherence

4. Which two components are configured in a service goal template?
(Choose two)
Response:

A) Service Level
B) Call Volume Reports
C) Average Handle Time
D) Forecast Editor

5. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Identifying trends in agent availability
B) Configuring future adherence targets
C) Tracking adherence over a specific period
D) Real-time agent tracking

Solutions: