Genesys Cloud CX Workforce Management Certification

QUESTION NO: 1
What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:

A. To review adherence after a shift ends B. To track agent certifications C. To adjust historical data for call volume D. To monitor agent adherence in real-time

Correct Answer: D

QUESTION NO: 2
In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

A. Agent pay rates B. Weekly call volume changes C. Trends in adherence deviations D. Agent adherence consistency

Correct Answer: C,D

QUESTION NO: 3
In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A. True B. False

Correct Answer: B

QUESTION NO: 4
Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

A. Business Unit B. Work Plan C. Queue Group D. Schedule Manager

Correct Answer: B

QUESTION NO: 5
Which two components are configured in a service goal template?
(Choose two)
Response:

A. Service Level B. Call Volume Reports C. Forecast Editor D. Average Handle Time

Correct Answer: A,D

QUESTION NO: 6
Which of the following is a benefit of synchronizing time-off requests?
Response:

A. It ensures requests align with agent skill levels B. It updates activity codes C. It integrates time-off with agent adherence data D. It modifies daily call volume predictions

Correct Answer: C

QUESTION NO: 7
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A. Analyzing adherence at specific times of day B. Modifying forecast data for future adherence planning C. Directly adjusting future agent schedules D. Identifying recurring non-adherence trends

Correct Answer: A,D

QUESTION NO: 8
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

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

Correct Answer: B,D

QUESTION NO: 9
In workforce management, how can an admin add an activity code?
Response:

A. Directly in the Queue Settings B. Within the Management Unit Configuration C. Through the Business Unit Manager D. Via the Activity Code Editor in the Admin panel

Correct Answer: B

QUESTION NO: 10
You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A. Create B. Generate C. Modify D. Add

Correct Answer: B

Genesys Cloud CX Workforce Management Certification - GCX-WFM Exam Questions