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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A) True
B) False

2. Which of the following is NOT a component of a management unit?
Response:

A) Schedule Forecasting
B) Service Goal Template
C) Queue Assignment
D) Agent Group

3. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Establish management units within the business unit
B) Configure adherence tracking settings
C) Add quality monitoring processes
D) Set up recurring call reports

4. In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:

A) Delay the decision until another agent can cover the shift
B) Approve the request without changes
C) Approve the request but remove the agent from other shifts
D) Deny the request and provide a reason for unavailability

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

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

Solutions: