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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Check for scheduling conflicts
B) Ensure activities align with business needs
C) Verify agent login times
D) Add an approval signature

2. In the real-time adherence view, a red indicator typically signifies:
Response:

A) The schedule has ended
B) An agent is on break
C) An agent is currently unavailable for calls
D) An agent is not adhering to their scheduled activities

3. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A) Reduces adherence penalties for agents
B) Allows agents to exchange shifts with manager approval
C) Allows agents to exchange shifts with each other
D) Ensures scheduling meets service goals

4. The historical adherence report is useful for:
Response:

A) Adjusting agent availability in real time
B) Reviewing adherence patterns over past shifts
C) Creating real-time schedules
D) Monitoring live agent activity

5. How can an administrator deny a time-off request in Genesys Cloud?
Response:

A) By altering the Schedule Forecast
B) Within the Time-Off Requests Page
C) Using the Real-Time Adherence Monitor
D) Through the Activity Code Editor

Solutions: