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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A) To add a forecast for future shifts
B) To reset an agent's adherence history
C) To clear previous adherence data
D) To create a template for new schedules without predefined shifts

2. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) True
B) False

3. In the real-time adherence view, a red indicator typically signifies:
Response:

A) The schedule has ended
B) An agent is not adhering to their scheduled activities
C) An agent is currently unavailable for calls
D) An agent is on break

4. Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:

A) Daily agent activities and adherence status
B) End-of-day adherence summaries
C) Real-time adherence to scheduled activities
D) Weekly adherence trends

5. Who has the necessary permissions to cancel time-off requests?
Response:

A) Administrator
B) User
C) Agent
D) Supervisor

Solutions: