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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:

A) Daily call volume predictions
B) Daily agent activities and tasks
C) Real-time agent adherence
D) Agent training schedules

2. In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:

A) False
B) True

3. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Productive
B) Adherence-Based
C) Call Handling
D) Non-Productive

4. In Genesys Cloud, what is the first step to approve a time-off request?
Response:

A) Synchronize with adherence settings
B) Access the time-off requests page
C) Add a forecast modification
D) Adjust agent availability

5. Which two features are accessible within the forecast editor?
(Choose two)
Response:

A) Adding historical adherence data
B) Setting agent skill priorities
C) Modifying forecast data based on trends
D) Adjusting forecasted call volumes

Solutions: