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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

A) Trends in adherence deviations
B) Agent pay rates
C) Weekly call volume changes
D) Agent adherence consistency

2. The forecast editor in Genesys Cloud primarily serves which purpose?
Response:

A) To handle quality assurance
B) To predict call volume and scheduling needs
C) To manage agent interactions
D) To define agent skill levels

3. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:

A) Start and end times
B) Agent pay rates
C) Agent skill level
D) Required activities

4. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Analyzing adherence at specific times of day
B) Identifying recurring non-adherence trends
C) Directly adjusting future agent schedules
D) Modifying forecast data for future adherence planning

5. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:

A) True
B) False

Solutions: