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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Set activity codes
B) Define business hours
C) Configure a management unit
D) Assign a queue for call routing

2. When creating a management unit, what key principle must be considered?
Response:

A) Aligning agents with specific scheduling requirements
B) Ensuring minimal agent interaction
C) Enforcing hourly task completion
D) Organizing agents by their daily availability

3. What component would an IC administrator create first when setting up workforce management?
Response:

A) Activity Code
B) Management Unit
C) Business Unit
D) Shift Schedule

4. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Schedule Generator
B) Activity Code Editor
C) Call Volume Manager
D) Shift Optimizer

5. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Tracking adherence over a specific period
B) Identifying trends in agent availability
C) Real-time agent tracking
D) Configuring future adherence targets

Solutions: