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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. In Genesys Cloud, intraday monitoring is used primarily for:
Response:

A) Adjusting agent skill levels
B) Monitoring adherence and activity throughout the current day
C) Reviewing historical call metrics
D) Analyzing agent performance trends over weeks

3. What is the primary purpose of historical adherence in Genesys Cloud?
Response:

A) To analyze real-time data and make immediate adjustments
B) To assign agent roles based on skill level
C) To automatically adjust future schedules based on past adherence
D) To review adherence trends over past shifts and generate reports

4. In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A) Real-Time Adherence View
B) Historical Adherence Report
C) Adherence Dashboard
D) Agent Availability Tracker

5. When creating a management unit, what key principle must be considered?
Response:

A) Ensuring minimal agent interaction
B) Enforcing hourly task completion
C) Organizing agents by their daily availability
D) Aligning agents with specific scheduling requirements

Solutions: