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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Productive
B) Non-Productive
C) Call Handling
D) Adherence-Based

2. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) False
B) True

3. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Create schedules
B) Assign phone numbers to agents
C) Monitor call quality
D) Define the maximum work hours for agents

4. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A) Minimum Time Between Shifts
B) Weekly Paid Time
C) Daily Paid Time Divisible By
D) Work Time Constrains

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

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

Solutions: