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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which view in Genesys Cloud provides an hourly breakdown of adherence and activities?
Response:

A) Intraday Monitor
B) Real-Time View
C) Daily Adherence Overview
D) Historical Adherence View

2. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Agent availability
B) Forecasted call volume
C) Activity code adherence
D) Shift start and end times

3. In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

A) Agent adherence consistency
B) Trends in adherence deviations
C) Weekly call volume changes
D) Agent pay rates

4. In workforce management, how can an admin add an activity code?
Response:

A) Through the Business Unit Manager
B) Within the Management Unit Configuration
C) Directly in the Queue Settings
D) Via the Activity Code Editor in the Admin panel

5. What is the default value for Severe Adherence Threshold settings?
Response:

A) 6 minutes
B) 5 minutes
C) 10 minutes
D) 7 minutes

Solutions: