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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

A) Business Unit
B) Work Plan
C) Queue Group
D) Schedule Manager

2. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A) Work Time Constrains
B) Daily Paid Time Divisible By
C) Minimum Time Between Shifts
D) Weekly Paid Time

3. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Scheduled Activities
B) Impact
C) Agent Details
D) Adherence

4. What is the forecast source data used for in Genesys Cloud?
Response:

A) To predict future call patterns based on historical data
B) To analyze agent performance trends
C) To create backup schedules for agents
D) To provide real-time call metrics

5. What component would an IC administrator create first when setting up workforce management?
Response:

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

Solutions: