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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

A) Logging adherence changes automatically in the forecast data
B) Adjusting the agent's schedule within the adherence view
C) Viewing specific deviations from the schedule
D) Sending a notification to the non-adherent agent

2. When creating a management unit, what key principle must be considered?
Response:

A) Ensuring minimal agent interaction
B) Aligning agents with specific scheduling requirements
C) Enforcing hourly task completion
D) Organizing agents by their daily availability

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

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

4. In Genesys Cloud, a load-based schedule is generated based on:
Response:

A) Agent skill levels
B) Anticipated call volume and demand
C) Quality monitoring data
D) Adherence history

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

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

Solutions: