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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

A) Logging adherence changes automatically in the forecast data
B) Sending a notification to the non-adherent agent
C) Adjusting the agent's schedule within the adherence view
D) Viewing specific deviations from the schedule

2. What are the routing types used by Genesys Cloud?
Response:

A) Outbound Contact and Inbound Contact
B) IVR Routing and ACD Routing
C) AWS Routing and IVR Routing
D) WFM Routing and IVR Routing

3. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:

A) To manage adherence reports
B) To track agent skills and certifications
C) To create and adjust agent schedules based on business needs
D) To configure quality monitoring for interactions

4. What component would an IC administrator create first when setting up workforce management?
Response:

A) Management Unit
B) Business Unit
C) Shift Schedule
D) Activity Code

5. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) True
B) False

Solutions: