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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. In Genesys Cloud, what is the first step to approve a time-off request?
Response:

A) Add a forecast modification
B) Access the time-off requests page
C) Synchronize with adherence settings
D) Adjust agent availability

3. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Define the maximum work hours for agents
B) Monitor call quality
C) Assign phone numbers to agents
D) Create schedules

4. Which feature allows you to partition agents based on the types of interactions they handle?
Response:

A) Management Units
B) Forecast
C) Service Goal Groups
D) Workplans

5. Which term describes the process of adjusting a schedule based on load demands?
Response:

A) Forecast Scaling
B) Capacity Planning
C) Load-Based Scheduling
D) Adherence Matching

Solutions: