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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. In workforce management, what is a business unit?
Response:

A) A group of departments handling separate tasks
B) A temporary team assigned to special projects
C) The primary organizational entity for managing work plans and schedules
D) An individual employee's work schedule

3. What is the primary purpose of historical adherence in Genesys Cloud?
Response:

A) To review adherence trends over past shifts and generate reports
B) To assign agent roles based on skill level
C) To automatically adjust future schedules based on past adherence
D) To analyze real-time data and make immediate adjustments

4. Which role typically has permission to create and configure a business unit?
Response:

A) Workforce Administrator
B) Agent
C) Customer Service Manager
D) Quality Assurance Specialist

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

Solutions: