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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Adherence Tracking
B) Shift Configuration
C) Activity Codes
D) Schedule Settings

2. Which view in Genesys Cloud provides an hourly breakdown of adherence and activities?
Response:

A) Intraday Monitor
B) Historical Adherence View
C) Daily Adherence Overview
D) Real-Time View

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

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

4. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) True
B) False

5. What is the primary function of a work plan in Genesys Cloud?
Response:

A) To define shifts and work patterns for agents
B) To assign specific call tasks to agents
C) To manage call quality metrics
D) To monitor real-time adherence

Solutions: