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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What is the primary use of intraday monitoring?
Response:

A) To adjust agent roles
B) To monitor current day's adherence and activity
C) To view agent adherence on a weekly basis
D) To compare adherence between departments

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

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

3. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Adherence to scheduled tasks
B) Weekly adherence reports
C) Agent breaks and lunch activities
D) Agent logins for the day

4. In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:

A) Approve the request without changes
B) Deny the request and provide a reason for unavailability
C) Delay the decision until another agent can cover the shift
D) Approve the request but remove the agent from other shifts

5. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A) False
B) True

Solutions: