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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When creating a management unit, what key principle must be considered?
Response:

A) Organizing agents by their daily availability
B) Enforcing hourly task completion
C) Aligning agents with specific scheduling requirements
D) Ensuring minimal agent interaction

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

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

3. 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

4. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

A) Configure service level goals
B) Add a forecast modification
C) Analyze historical call patterns
D) Validate agent certifications

5. Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:

A) Schedule Reset
B) Adherence Tracking
C) Real-Time Shift Monitor
D) Swap Shifts

Solutions: