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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which feature allows you to track adherence deviations as they occur?
Response:

A) Schedule Monitor
B) Real-Time Adherence View
C) Queue Manager
D) Adherence Tracker

2. What component would an IC administrator create first when setting up workforce management?
Response:

A) Business Unit
B) Shift Schedule
C) Activity Code
D) Management Unit

3. Choose the available metrics for forecasting methods.
Response:

A) Average Handle Time
B) Offered
C) Response Time
D) Answered

4. Which activity code setting determines if an activity is counted as part of adherence?
Response:

A) Compliance Setting
B) Real-Time Compliance
C) Historical Adherence
D) Adherence Setting

5. In workforce management, how can an admin add an activity code?
Response:

A) Within the Management Unit Configuration
B) Through the Business Unit Manager
C) Via the Activity Code Editor in the Admin panel
D) Directly in the Queue Settings

Solutions: