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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:

A) Real-time adherence to scheduled activities
B) End-of-day adherence summaries
C) Weekly adherence trends
D) Daily agent activities and adherence status

2. 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

3. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:

A) Generate a load-based schedule
B) Approve quality control metrics
C) Deny adherence exceptions
D) Edit individual agent shifts

4. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Activity Code Editor
B) Shift Optimizer
C) Call Volume Manager
D) Schedule Generator

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

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

Solutions: