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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:

A) Schedule Editor
B) Time-Off Requests Page
C) Management Unit
D) Queue Assignment

3. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

A) Create activity codes
B) Configure queue routing paths
C) Define service goal templates
D) Set agent skill levels

4. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:

A) Deny adherence exceptions
B) Edit individual agent shifts
C) Generate a load-based schedule
D) Approve quality control metrics

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

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

Solutions: