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

2. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By adding them directly in the Work Plan
B) By importing a CSV file with agent data
C) By assigning them through the Schedule Manager
D) By selecting them in the Forecast Editor

3. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:

A) To manage adherence reports
B) To configure quality monitoring for interactions
C) To track agent skills and certifications
D) To create and adjust agent schedules based on business needs

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

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

5. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) True
B) False

Solutions: