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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Verify agent login times
B) Ensure activities align with business needs
C) Add an approval signature
D) Check for scheduling conflicts

2. Which activity code setting determines if an activity is counted as part of adherence?
Response:

A) Compliance Setting
B) Historical Adherence
C) Adherence Setting
D) Real-Time Compliance

3. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Modifying forecast data for future adherence planning
B) Analyzing adherence at specific times of day
C) Identifying recurring non-adherence trends
D) Directly adjusting future agent schedules

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

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

5. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Adherence to scheduled tasks
B) Agent breaks and lunch activities
C) Weekly adherence reports
D) Agent logins for the day

Solutions: