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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Who has the necessary permissions to cancel time-off requests?
Response:

A) Administrator
B) Agent
C) User
D) Supervisor

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

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

3. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Call Handling
B) Productive
C) Adherence-Based
D) Non-Productive

4. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A) Approve or deny time-off requests
B) View agent availability during the requested period
C) Synchronize requests with real-time adherence data
D) Adjust shift adherence for time-off requests

5. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Call Volume Manager
B) Shift Optimizer
C) Activity Code Editor
D) Schedule Generator

Solutions: