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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. How long does it take for a load-based schedule to be generated?
Response:

A) 5 minutes
B) 10 minutes
C) 20 minutes
D) 15 minutes

3. In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:

A) True
B) False

4. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:

A) To manage adherence reports
B) To track agent skills and certifications
C) To create and adjust agent schedules based on business needs
D) To configure quality monitoring for interactions

5. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:

A) Customer Service Representative
B) Workforce Manager
C) Workforce Administrator
D) IT Specialist

Solutions: