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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:

A) Agent skill level allocation
B) Daily shift start and end times
C) Real-time adherence settings
D) Activity codes for task identification

2. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) False
B) True

3. Choose the available metrics for forecasting methods.
Response:

A) Answered
B) Offered
C) Response Time
D) Average Handle Time

4. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:

A) Verify agent login times
B) Ensure activities align with business needs
C) Add an approval signature
D) Check for scheduling conflicts

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

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

Solutions: