Genesys GCX-WFM Practice Exams
Last updated on Oct 21,2026- Exam Code: GCX-WFM
- Exam Name: Cloud CX Workforce Management Certification
- Certification Provider: Genesys
- Latest update: Oct 21,2026
Question #21
Which of the following is NOT a component of a management unit?
- A . Agent Group
- B . Service Goal Template
- C . Queue Assignment
- D . Schedule Forecasting
Question #22
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
- A . Schedule Settings
- B . Activity Codes
- C . Shift Configuration
- D . Adherence Tracking
Question #23
Which feature in Genesys Cloud allows agents to exchange their shifts?
- A . Swap Shifts
- B . Adherence Tracking
- C . Schedule Reset
- D . Real-Time Shift Monitor
Question #24
Which setting should be enabled to track both scheduled and actual agent activities?
- A . Adherence Sync
- B . Real-Time Monitoring
- C . Adherence Matching
- D . Schedule Adherence Tracking
Question #25
Which two actions are necessary when setting up a work plan? (Choose two)
- A . Configure daily shifts
- B . Monitor call quality metrics
- C . Assign call routing preferences
- D . Define shift activities
Question #26
When setting up a work plan, which setting allows you to configure shift activities?
- A . Work Plan Editor
- B . Shift Configurator
- C . Activity Code Manager
- D . Schedule Editor
Question #27
What is the primary use of intraday monitoring?
- A . To view agent adherence on a weekly basis
- B . To compare adherence between departments
- C . To monitor current day’s adherence and activity
- D . To adjust agent roles
Question #28
In the real-time adherence view, a red indicator typically signifies:
- A . An agent is on break
- B . An agent is not adhering to their scheduled activities
- C . An agent is currently unavailable for calls
- D . The schedule has ended
Question #29
Which two functions does the Swap Shifts feature provide in Genesys Cloud? (Choose two)
- A . Allows agents to exchange shifts with manager approval
- B . Reduces adherence penalties for agents
- C . Ensures scheduling meets service goals
- D . Allows agents to exchange shifts with each other
Question #30
How long does it take for a load-based schedule to be generated?
- A . 5 minutes
- B . 10 minutes
- C . 15 minutes
- D . 20 minutes