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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A) Queue Group
B) Schedule Creator
C) Management Unit
D) Task Manager

2. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:

A) Copy Shifts to Days
B) Daily Paid Time
C) Counts as Work Time
D) Start Time is Relative to Shift Start

3. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:

A) Analyze historical call volume data
B) Approve time-off requests within the forecast
C) Add a forecast modification based on anticipated call volume changes
D) Generate agent performance reports

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

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

5. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) False
B) True

Solutions: