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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. In Genesys Cloud, a load-based schedule is generated based on:
Response:

A) Anticipated call volume and demand
B) Agent skill levels
C) Adherence history
D) Quality monitoring data

3. Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:

A) Schedule Reset
B) Real-Time Shift Monitor
C) Swap Shifts
D) Adherence Tracking

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

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

5. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:

A) 50
B) 150
C) 25
D) 100

Solutions: