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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:

A) Management Unit
B) Queue Assignment
C) Time-Off Requests Page
D) Schedule Editor

2. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Desire to Use
B) Skills
C) A Score
D) Languages

3. 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) True
B) False

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

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

5. The historical adherence report is useful for:
Response:

A) Reviewing adherence patterns over past shifts
B) Creating real-time schedules
C) Adjusting agent availability in real time
D) Monitoring live agent activity

Solutions: