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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. How can agents be added to a work plan in Genesys Cloud?
Response:

A) By importing a CSV file with agent data
B) By assigning them through the Schedule Manager
C) By adding them directly in the Work Plan
D) By selecting them in the Forecast Editor

2. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A) Set service goals for adherence tracking
B) Generate load-based schedules based on call volume predictions
C) Customize shift start and end times for individual agents
D) Approve time-off requests directly in the Schedule Editor

3. What is the primary function of a work plan in Genesys Cloud?
Response:

A) To manage call quality metrics
B) To define shifts and work patterns for agents
C) To monitor real-time adherence
D) To assign specific call tasks to agents

4. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:

A) Daily Paid Time
B) Start Time is Relative to Shift Start
C) Counts as Work Time
D) Copy Shifts to Days

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

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

Solutions: