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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

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

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

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

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

A) False
B) True

5. In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:

A) False
B) True

Solutions: