Genesys GCX-WFM - Cloud CX Workforce Management Certification

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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Add an approval signature
B) Check for scheduling conflicts
C) Verify agent login times
D) Ensure activities align with business needs

2. Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:

A) To provide automated responses to customer inquiries
B) To manage agent schedules, forecasting, and adherence
C) To create interactive dashboards for customer interactions
D) To handle billing and financial records

3. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Languages
B) A Score
C) Desire to Use
D) Skills

4. In Genesys Cloud, what does the historical adherence feature provide?
Response:

A) An overview of agent activities across shifts
B) A record of all calls handled by agents
C) A list of agent credentials
D) A historical view of adherence metrics over a specified period

5. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:

A) 25
B) 150
C) 50
D) 100

Solutions: