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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. In the real-time adherence view, a red indicator typically signifies:
Response:

A) The schedule has ended
B) An agent is currently unavailable for calls
C) An agent is not adhering to their scheduled activities
D) An agent is on break

3. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:

A) Start and end times
B) Required activities
C) Agent skill level
D) Agent pay rates

4. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

A) Configure service level goals
B) Analyze historical call patterns
C) Add a forecast modification
D) Validate agent certifications

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

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

Solutions: