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Genesys GCX-WFM exam practice questions and answers

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Genesys Cloud CX Workforce Management Certification Sample Questions (Q21-Q26):

NEW QUESTION # 21
What component would an IC administrator create first when setting up workforce management?
Response:

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

Answer: C

NEW QUESTION # 22
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A. Set up recurring call reports
B. Add quality monitoring processes
C. Configure adherence tracking settings
D. Establish management units within the business unit

Answer: C,D

NEW QUESTION # 23
Which component in the Schedule Editor helps create load-based schedules?
Response:

A. Activity Code Editor
B. Shift Optimizer
C. Call Volume Manager
D. Schedule Generator

Answer: D

NEW QUESTION # 24
Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A. Queue Group
B. Task Manager
C. Management Unit
D. Schedule Creator

Answer: C

NEW QUESTION # 25
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. Deny the request and provide a reason for unavailability
B. Delay the decision until another agent can cover the shift
C. Approve the request without changes
D. Approve the request but remove the agent from other shifts

Answer: A

NEW QUESTION # 26
......

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