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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. What is the forecast source data used for in Genesys Cloud?
Response:

A) To provide real-time call metrics
B) To create backup schedules for agents
C) To analyze agent performance trends
D) To predict future call patterns based on historical data

3. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By selecting them in the Forecast Editor
B) By assigning them through the Schedule Manager
C) By importing a CSV file with agent data
D) By adding them directly in the Work Plan

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

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

5. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Agent logins for the day
B) Weekly adherence reports
C) Adherence to scheduled tasks
D) Agent breaks and lunch activities

Solutions: