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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. Agents that handle the same set of interactions should belong to the same Business Unit.
Response:

A) False
B) True

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

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

4. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Weekly adherence reports
B) Agent logins for the day
C) Agent breaks and lunch activities
D) Adherence to scheduled tasks

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

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

Solutions: