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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A) Assign call routing preferences
B) Define shift activities
C) Monitor call quality metrics
D) Configure daily shifts

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

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

3. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Non-Productive
B) Productive
C) Adherence-Based
D) Call Handling

4. Which feature allows you to partition agents based on the types of interactions they handle?
Response:

A) Management Units
B) Service Goal Groups
C) Forecast
D) Workplans

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

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

Solutions: