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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A) False
B) True

2. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:

A) Required activities
B) Agent pay rates
C) Agent skill level
D) Start and end times

3. Which two features are accessible within the forecast editor?
(Choose two)
Response:

A) Modifying forecast data based on trends
B) Setting agent skill priorities
C) Adjusting forecasted call volumes
D) Adding historical adherence data

4. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Call Volume Manager
B) Schedule Generator
C) Shift Optimizer
D) Activity Code Editor

5. What component would an IC administrator create first when setting up workforce management?
Response:

A) Management Unit
B) Activity Code
C) Business Unit
D) Shift Schedule

Solutions: