Genesys Cloud CX Workforce Management Certification : GCX-WFM

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A) Adjust shift adherence for time-off requests
B) View agent availability during the requested period
C) Synchronize requests with real-time adherence data
D) Approve or deny time-off requests

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

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

3. Which feature allows you to track adherence deviations as they occur?
Response:

A) Adherence Tracker
B) Schedule Monitor
C) Real-Time Adherence View
D) Queue Manager

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

5. Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:

A) Real-Time Shift Monitor
B) Schedule Reset
C) Adherence Tracking
D) Swap Shifts

Solutions: