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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

A) Weekly call volume changes
B) Agent pay rates
C) Agent adherence consistency
D) Trends in adherence deviations

2. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:

A) Approve time-off requests within the forecast
B) Add a forecast modification based on anticipated call volume changes
C) Generate agent performance reports
D) Analyze historical call volume data

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

A) True
B) False

4. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

A) Workforce Administrator
B) IT Specialist
C) Customer Service Representative
D) Workforce Manager

5. In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:

A) Approve the request but remove the agent from other shifts
B) Approve the request without changes
C) Delay the decision until another agent can cover the shift
D) Deny the request and provide a reason for unavailability

Solutions: