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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which activity code setting determines if an activity is counted as part of adherence?
Response:

A) Real-Time Compliance
B) Adherence Setting
C) Historical Adherence
D) Compliance Setting

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

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

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

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

4. The historical adherence report is useful for:
Response:

A) Reviewing adherence patterns over past shifts
B) Adjusting agent availability in real time
C) Creating real-time schedules
D) Monitoring live agent activity

5. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Adherence Tracking
B) Schedule Settings
C) Shift Configuration
D) Activity Codes

Solutions: