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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) True
B) False

2. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) True
B) False

3. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:

A) Define shift activities
B) Assign call routing preferences
C) Configure daily shifts
D) Monitor call quality metrics

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

A) True
B) False

5. What is the forecast source data used for in Genesys Cloud?
Response:

A) To analyze agent performance trends
B) To create backup schedules for agents
C) To predict future call patterns based on historical data
D) To provide real-time call metrics

Solutions: