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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) False
B) True

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

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

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

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

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

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

Solutions: