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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:

A) Synchronize time-off with adherence data
B) Adjust adherence penalties
C) Approve time-off requests
D) View agent availability

2. 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) Establish management units within the business unit
D) Configure adherence tracking settings

3. In Genesys Cloud, a load-based schedule is generated based on:
Response:

A) Agent skill levels
B) Anticipated call volume and demand
C) Quality monitoring data
D) Adherence history

4. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Activity Codes
B) Schedule Settings
C) Adherence Tracking
D) Shift Configuration

5. In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A) To reset an agent's adherence history
B) To clear previous adherence data
C) To create a template for new schedules without predefined shifts
D) To add a forecast for future shifts

Solutions: