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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Configure Real-Time Adherence
B) Validate and save the work plan
C) Submit for approval
D) Assign to the Agent Manager

2. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A) True
B) False

3. What are the routing types used by Genesys Cloud?
Response:

A) IVR Routing and ACD Routing
B) AWS Routing and IVR Routing
C) WFM Routing and IVR Routing
D) Outbound Contact and Inbound Contact

4. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A) Work Time Constrains
B) Minimum Time Between Shifts
C) Weekly Paid Time
D) Daily Paid Time Divisible By

5. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A) True
B) False

Solutions: