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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In workforce management, how can an admin add an activity code?
Response:

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

2. What are the routing types used by Genesys Cloud?
Response:

A) IVR Routing and ACD Routing
B) WFM Routing and IVR Routing
C) Outbound Contact and Inbound Contact
D) AWS Routing and IVR Routing

3. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:

A) Time-Off Requests Page
B) Queue Assignment
C) Schedule Editor
D) Management Unit

4. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By importing a CSV file with agent data
B) By adding them directly in the Work Plan
C) By assigning them through the Schedule Manager
D) By selecting them in the Forecast Editor

5. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:

A) Generate a load-based schedule
B) Edit individual agent shifts
C) Approve quality control metrics
D) Deny adherence exceptions

Solutions: