Genesys GCX-WFM : Cloud CX Workforce Management Certification

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Create schedules
B) Define the maximum work hours for agents
C) Assign phone numbers to agents
D) Monitor call quality

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

3. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Add quality monitoring processes
B) Set up recurring call reports
C) Configure adherence tracking settings
D) Establish management units within the business unit

4. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Impact
B) Scheduled Activities
C) Agent Details
D) Adherence

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

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

Solutions: