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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) True
B) False

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

A) True
B) False

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

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

4. 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) Configure a management unit
C) Define business hours
D) Set activity codes

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

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

Solutions: