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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which of the following is NOT a component of a management unit?
Response:

A) Queue Assignment
B) Agent Group
C) Service Goal Template
D) Schedule Forecasting

2. The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:

A) Agents who handle non-voice interactions
B) Agents who handle multiple interaction types
C) Agents who handle outbound interactions
D) Agents who only take calls

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

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

4. 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) Directly adjusting future agent schedules
D) Identifying recurring non-adherence trends

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

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

Solutions: