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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

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

3. In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:

A) Approve the request but remove the agent from other shifts
B) Deny the request and provide a reason for unavailability
C) Approve the request without changes
D) Delay the decision until another agent can cover the shift

4. Which role typically has permission to create and configure a business unit?
Response:

A) Workforce Administrator
B) Customer Service Manager
C) Quality Assurance Specialist
D) Agent

5. The forecast editor in Genesys Cloud primarily serves which purpose?
Response:

A) To manage agent interactions
B) To define agent skill levels
C) To predict call volume and scheduling needs
D) To handle quality assurance

Solutions: