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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:

A) Daily call volume predictions
B) Daily agent activities and tasks
C) Agent training schedules
D) Real-time agent adherence

2. In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A) To create a template for new schedules without predefined shifts
B) To clear previous adherence data
C) To add a forecast for future shifts
D) To reset an agent's adherence history

3. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

A) Set agent skill levels
B) Create activity codes
C) Define service goal templates
D) Configure queue routing paths

4. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:

A) 100
B) 150
C) 50
D) 25

5. Which role typically has permission to create and configure a business unit?
Response:

A) Quality Assurance Specialist
B) Customer Service Manager
C) Workforce Administrator
D) Agent

Solutions: