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:

Question 1

In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

A. Schedule Editor
B. Service Level Adjustment
C. Adherence Tracker
D. Forecast Modification

Question 2

Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:

A. End-of-day adherence summaries
B. Daily agent activities and adherence status
C. Real-time adherence to scheduled activities
D. Weekly adherence trends

Question 3

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. Via the Activity Code Editor in the Admin panel
D. Within the Management Unit Configuration

Question 4

Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A. Configure daily shifts
B. Define shift activities
C. Monitor call quality metrics
D. Assign call routing preferences

Question 5

Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A. Allows agents to exchange shifts with each other
B. Allows agents to exchange shifts with manager approval
C. Ensures scheduling meets service goals
D. Reduces adherence penalties for agents

Solutions: