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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. Who has the necessary permissions to cancel time-off requests?
Response:

A) Administrator
B) Agent
C) User
D) Supervisor

3. Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:

A) Real-Time Shift Monitor
B) Adherence Tracking
C) Swap Shifts
D) Schedule Reset

4. What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:

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

5. How long does it take for a load-based schedule to be generated?
Response:

A) 10 minutes
B) 20 minutes
C) 15 minutes
D) 5 minutes

Solutions: