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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A) Real-Time Adherence View
B) Adherence Dashboard
C) Agent Availability Tracker
D) Historical Adherence Report

2. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:

A) Start Time is Relative to Shift Start
B) Copy Shifts to Days
C) Counts as Work Time
D) Daily Paid Time

3. Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

A) Adjusting the agent's schedule within the adherence view
B) Viewing specific deviations from the schedule
C) Sending a notification to the non-adherent agent
D) Logging adherence changes automatically in the forecast data

4. Which view in Genesys Cloud provides an hourly breakdown of adherence and activities?
Response:

A) Historical Adherence View
B) Intraday Monitor
C) Daily Adherence Overview
D) Real-Time View

5. In workforce management, how can an admin add an activity code?
Response:

A) Directly in the Queue Settings
B) Within the Management Unit Configuration
C) Through the Business Unit Manager
D) Via the Activity Code Editor in the Admin panel

Solutions: