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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which of the following is a benefit of synchronizing time-off requests?
Response:

A) It ensures requests align with agent skill levels
B) It updates activity codes
C) It integrates time-off with agent adherence data
D) It modifies daily call volume predictions

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

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

3. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Adherence Matching
B) Real-Time Monitoring
C) Adherence Sync
D) Schedule Adherence Tracking

4. In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:

A) False
B) True

5. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Modifying forecast data for future adherence planning
B) Identifying recurring non-adherence trends
C) Directly adjusting future agent schedules
D) Analyzing adherence at specific times of day

Solutions: