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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which role typically has permission to create and configure a business unit?
Response:

A) Customer Service Manager
B) Quality Assurance Specialist
C) Workforce Administrator
D) Agent

2. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) False
B) True

3. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Identifying trends in agent availability
B) Configuring future adherence targets
C) Real-time agent tracking
D) Tracking adherence over a specific period

4. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:

A) False
B) True

5. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Agent availability
B) Activity code adherence
C) Shift start and end times
D) Forecasted call volume

Solutions: