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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 1

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

Question 2

Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:

A. Generate agent performance reports
B. Analyze historical call volume data
C. Approve time-off requests within the forecast
D. Add a forecast modification based on anticipated call volume changes

Question 3

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

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

Question 4

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

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

Question 5

Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:

A. Deny the request and provide feedback on availability
B. Automatically apply adherence penalties
C. Approve the request and adjust forecast data
D. Assign the request to the agent's supervisor for review

Solutions: