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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In workforce management, how can an admin add an activity code?
Response:

A) Through the Business Unit Manager
B) Within the Management Unit Configuration
C) Via the Activity Code Editor in the Admin panel
D) Directly in the Queue Settings

2. Agents that handle the same set of interactions should belong to the same Business Unit.
Response:

A) False
B) True

3. Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

A) Schedule Manager
B) Work Plan
C) Business Unit
D) Queue Group

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

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

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

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

Solutions: