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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. The historical adherence report is useful for:
Response:

A) Monitoring live agent activity
B) Adjusting agent availability in real time
C) Reviewing adherence patterns over past shifts
D) Creating real-time schedules

2. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Set activity codes
B) Configure a management unit
C) Assign a queue for call routing
D) Define business hours

3. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:

A) False
B) True

4. Which feature allows you to track adherence deviations as they occur?
Response:

A) Real-Time Adherence View
B) Queue Manager
C) Schedule Monitor
D) Adherence Tracker

5. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Ensure activities align with business needs
B) Check for scheduling conflicts
C) Verify agent login times
D) Add an approval signature

Solutions: