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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:

A) Agents who handle multiple interaction types
B) Agents who handle non-voice interactions
C) Agents who handle outbound interactions
D) Agents who only take calls

2. Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A) True
B) False

3. When you add a forecast modification, you need to enable it to be active.
Response:

A) True
B) False

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

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

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

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

Solutions: