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Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
A) Set activity codes
B) Assign a queue for call routing
C) Define business hours
D) Configure a management unit
2. Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:
A) Daily agent activities and adherence status
B) Real-time adherence to scheduled activities
C) End-of-day adherence summaries
D) Weekly adherence trends
3. What component would an IC administrator create first when setting up workforce management?
Response:
A) Management Unit
B) Activity Code
C) Shift Schedule
D) Business Unit
4. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
A) False
B) True
5. Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
A) Synchronize time-off with adherence data
B) Adjust adherence penalties
C) Approve time-off requests
D) View agent availability
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: A,B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: A,C |
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