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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. 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) Schedule Settings
D) Activity Codes

2. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:

A) Defining whether it affects adherence
B) Setting the agent pay rate
C) Configuring compliance rules
D) Assigning a color code for visual identification

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

A) False
B) True

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

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

5. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Real-Time Monitoring
B) Adherence Matching
C) Schedule Adherence Tracking
D) Adherence Sync

Solutions: