Genesys GCX-WFM : Cloud CX Workforce Management Certification

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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:

A) Agent skill level allocation
B) Real-time adherence settings
C) Activity codes for task identification
D) Daily shift start and end times

2. When setting up a work plan, which setting allows you to configure shift activities?
Response:

A) Shift Configurator
B) Work Plan Editor
C) Activity Code Manager
D) Schedule Editor

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

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

4. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Adherence Matching
B) Schedule Adherence Tracking
C) Real-Time Monitoring
D) Adherence Sync

5. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Agent Details
B) Impact
C) Scheduled Activities
D) Adherence

Solutions: