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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

3. In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

A) Forecast Modification
B) Schedule Editor
C) Adherence Tracker
D) Service Level Adjustment

4. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Forecasted call volume
B) Agent availability
C) Activity code adherence
D) Shift start and end times

5. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:

A) Configuring compliance rules
B) Setting the agent pay rate
C) Defining whether it affects adherence
D) Assigning a color code for visual identification

Solutions: