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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A) True
B) False

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

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

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

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

4. Which of the following is a benefit of synchronizing time-off requests?
Response:

A) It modifies daily call volume predictions
B) It ensures requests align with agent skill levels
C) It updates activity codes
D) It integrates time-off with agent adherence data

5. When you add a forecast modification, you need to enable it to be active.
Response:

A) True
B) False

Solutions: