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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

A) Workforce Manager
B) IT Specialist
C) Customer Service Representative
D) Workforce Administrator

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

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

3. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A) Generate load-based schedules based on call volume predictions
B) Customize shift start and end times for individual agents
C) Set service goals for adherence tracking
D) Approve time-off requests directly in the Schedule Editor

4. When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

A) True
B) False

5. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Configure Real-Time Adherence
B) Assign to the Agent Manager
C) Validate and save the work plan
D) Submit for approval

Solutions: