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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

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

3. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:

A) Deny adherence exceptions
B) Generate a load-based schedule
C) Edit individual agent shifts
D) Approve quality control metrics

4. Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:

A) Deny the request and provide feedback on availability
B) Approve the request and adjust forecast data
C) Automatically apply adherence penalties
D) Assign the request to the agent's supervisor for review

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

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

Solutions: