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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. The historical adherence report is useful for:
Response:

A) Adjusting agent availability in real time
B) Monitoring live agent activity
C) Reviewing adherence patterns over past shifts
D) Creating real-time schedules

2. Choose the available metrics for forecasting methods.
Response:

A) Answered
B) Average Handle Time
C) Response Time
D) Offered

3. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Activity Codes
B) Shift Configuration
C) Schedule Settings
D) Adherence Tracking

4. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:

A) 50
B) 100
C) 150
D) 25

5. Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A) Schedule Creator
B) Queue Group
C) Task Manager
D) Management Unit

Solutions: