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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

A) Validate agent certifications
B) Analyze historical call patterns
C) Add a forecast modification
D) Configure service level goals

2. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A) Allows agents to exchange shifts with each other
B) Reduces adherence penalties for agents
C) Allows agents to exchange shifts with manager approval
D) Ensures scheduling meets service goals

3. What is the default value for Severe Adherence Threshold settings?
Response:

A) 6 minutes
B) 5 minutes
C) 10 minutes
D) 7 minutes

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

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

5. Which feature in Genesys Cloud allows you to adjust the predicted call volume?
Response:

A) Forecast Modification
B) Activity Code Editor
C) Real-Time Adherence
D) Agent Scheduling

Solutions: