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Genesys GCX-WFM Exam Syllabus Topics:

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A) False
B) True

2. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A) False
B) True

3. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Define business hours
B) Set activity codes
C) Assign a queue for call routing
D) Configure a management unit

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

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

5. Choose the metrics available in service goal templates.
Response:

A) Offered
B) Average Speed of Answer
C) Average Handle Time
D) Abandonment Rate

Solutions: