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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:

A) Real-time adherence settings
B) Activity codes for task identification
C) Agent skill level allocation
D) Daily shift start and end times

2. Which two components are configured in a service goal template?
(Choose two)
Response:

A) Service Level
B) Average Handle Time
C) Forecast Editor
D) Call Volume Reports

3. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

A) Configure service level goals
B) Add a forecast modification
C) Analyze historical call patterns
D) Validate agent certifications

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

A) False
B) True

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

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

Solutions: