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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Real-time agent tracking
B) Identifying trends in agent availability
C) Tracking adherence over a specific period
D) Configuring future adherence targets

2. Which of the following is a benefit of synchronizing time-off requests?
Response:

A) It modifies daily call volume predictions
B) It integrates time-off with agent adherence data
C) It ensures requests align with agent skill levels
D) It updates activity codes

3. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Skills
B) Desire to Use
C) Languages
D) A Score

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

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

5. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:

A) True
B) False

Solutions: