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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

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

3. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Analyzing adherence at specific times of day
B) Identifying recurring non-adherence trends
C) Modifying forecast data for future adherence planning
D) Directly adjusting future agent schedules

4. When setting up a work plan, which setting allows you to configure shift activities?
Response:

A) Activity Code Manager
B) Shift Configurator
C) Schedule Editor
D) Work Plan Editor

5. What is the primary purpose of historical adherence in Genesys Cloud?
Response:

A) To analyze real-time data and make immediate adjustments
B) To assign agent roles based on skill level
C) To automatically adjust future schedules based on past adherence
D) To review adherence trends over past shifts and generate reports

Solutions: