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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Shift Configuration
B) Adherence Tracking
C) Activity Codes
D) Schedule Settings

3. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A) Allows agents to exchange shifts with each other
B) Ensures scheduling meets service goals
C) Allows agents to exchange shifts with manager approval
D) Reduces adherence penalties for agents

4. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:

A) Real-time adherence settings
B) Agent skill level allocation
C) Activity codes for task identification
D) Daily shift start and end times

5. Which feature in Genesys Cloud allows you to adjust the predicted call volume?
Response:

A) Agent Scheduling
B) Real-Time Adherence
C) Activity Code Editor
D) Forecast Modification

Solutions: