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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Set up recurring call reports
B) Add quality monitoring processes
C) Configure adherence tracking settings
D) Establish management units within the business unit

2. Which of the following is a benefit of synchronizing time-off requests?
Response:

A) It updates activity codes
B) It modifies daily call volume predictions
C) It integrates time-off with agent adherence data
D) It ensures requests align with agent skill levels

3. Which activity code setting determines if an activity is counted as part of adherence?
Response:

A) Historical Adherence
B) Real-Time Compliance
C) Compliance Setting
D) Adherence Setting

4. What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:

A) To review adherence after a shift ends
B) To monitor agent adherence in real-time
C) To track agent certifications
D) To adjust historical data for call volume

5. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:

A) False
B) True

Solutions: