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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Define the maximum work hours for agents
B) Monitor call quality
C) Create schedules
D) Assign phone numbers to agents

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

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

3. When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

A) True
B) False

4. The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:

A) Agents who handle outbound interactions
B) Agents who handle non-voice interactions
C) Agents who only take calls
D) Agents who handle multiple interaction types

5. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:

A) Generate a load-based schedule
B) Approve quality control metrics
C) Deny adherence exceptions
D) Edit individual agent shifts

Solutions: