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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What component would an IC administrator create first when setting up workforce management?
Response:

A) Management Unit
B) Activity Code
C) Business Unit
D) Shift Schedule

2. Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

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

3. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) True
B) False

4. Which of the following is NOT a component of a management unit?
Response:

A) Service Goal Template
B) Queue Assignment
C) Agent Group
D) Schedule Forecasting

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

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

Solutions: