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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. 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) Identifying trends in agent availability
D) Configuring future adherence targets

2. Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:

A) Real-time agent adherence
B) Daily call volume predictions
C) Daily agent activities and tasks
D) Agent training schedules

3. Choose the metrics available in service goal templates.
Response:

A) Average Handle Time
B) Average Speed of Answer
C) Offered
D) Abandonment Rate

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

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

5. In Genesys Cloud, what is the first step to approve a time-off request?
Response:

A) Adjust agent availability
B) Synchronize with adherence settings
C) Access the time-off requests page
D) Add a forecast modification

Solutions: