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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A) Approve time-off requests directly in the Schedule Editor
B) Generate load-based schedules based on call volume predictions
C) Customize shift start and end times for individual agents
D) Set service goals for adherence tracking

2. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Set up recurring call reports
B) Add quality monitoring processes
C) Establish management units within the business unit
D) Configure adherence tracking settings

3. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Non-Productive
B) Adherence-Based
C) Call Handling
D) Productive

4. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A) View agent availability during the requested period
B) Synchronize requests with real-time adherence data
C) Adjust shift adherence for time-off requests
D) Approve or deny time-off requests

5. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Assign a queue for call routing
B) Define business hours
C) Set activity codes
D) Configure a management unit

Solutions: