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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

A) True
B) False

2. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A) Set service goals for adherence tracking
B) Customize shift start and end times for individual agents
C) Approve time-off requests directly in the Schedule Editor
D) Generate load-based schedules based on call volume predictions

3. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Skills
B) A Score
C) Desire to Use
D) Languages

4. When you add a forecast modification, you need to enable it to be active.
Response:

A) True
B) False

5. Which feature allows you to partition agents based on the types of interactions they handle?
Response:

A) Forecast
B) Management Units
C) Service Goal Groups
D) Workplans

Solutions: