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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, what does the historical adherence feature provide?
Response:

A) A list of agent credentials
B) An overview of agent activities across shifts
C) A historical view of adherence metrics over a specified period
D) A record of all calls handled by agents

2. In workforce management, how can an admin add an activity code?
Response:

A) Through the Business Unit Manager
B) Directly in the Queue Settings
C) Within the Management Unit Configuration
D) Via the Activity Code Editor in the Admin panel

3. Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:

A) Assign the request to the agent's supervisor for review
B) Deny the request and provide feedback on availability
C) Approve the request and adjust forecast data
D) Automatically apply adherence penalties

4. Which view in Genesys Cloud provides an hourly breakdown of adherence and activities?
Response:

A) Daily Adherence Overview
B) Real-Time View
C) Historical Adherence View
D) Intraday Monitor

5. What are the routing types used by Genesys Cloud?
Response:

A) IVR Routing and ACD Routing
B) AWS Routing and IVR Routing
C) WFM Routing and IVR Routing
D) Outbound Contact and Inbound Contact

Solutions: