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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Directly adjusting future agent schedules
B) Analyzing adherence at specific times of day
C) Modifying forecast data for future adherence planning
D) Identifying recurring non-adherence trends

2. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Adherence to scheduled tasks
B) Weekly adherence reports
C) Agent logins for the day
D) Agent breaks and lunch activities

3. Which two features are provided in the historical adherence view?
(Choose two)
Response:

A) Real-time agent tracking
B) Tracking adherence over a specific period
C) Configuring future adherence targets
D) Identifying trends in agent availability

4. An Agent cannot edit a time-off request after it has been created.
Response:

A) False
B) True

5. What is the primary purpose of configuring service goal templates in workforce management?
Response:

A) To automate adherence tracking
B) To manage holiday schedules
C) To establish performance targets like service level or average handle time
D) To set billing standards

Solutions: