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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What is the default value for Severe Adherence Threshold settings?
Response:

A) 7 minutes
B) 10 minutes
C) 6 minutes
D) 5 minutes

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

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

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

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

4. How can an administrator deny a time-off request in Genesys Cloud?
Response:

A) Within the Time-Off Requests Page
B) Using the Real-Time Adherence Monitor
C) Through the Activity Code Editor
D) By altering the Schedule Forecast

5. In Genesys Cloud, what does the historical adherence feature provide?
Response:

A) A record of all calls handled by agents
B) A historical view of adherence metrics over a specified period
C) An overview of agent activities across shifts
D) A list of agent credentials

Solutions: