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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Who has the necessary permissions to cancel time-off requests?
Response:

A) Agent
B) Supervisor
C) Administrator
D) User

2. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Skills
B) A Score
C) Languages
D) Desire to Use

3. Which term describes the process of adjusting a schedule based on load demands?
Response:

A) Load-Based Scheduling
B) Forecast Scaling
C) Adherence Matching
D) Capacity Planning

4. Which two features are accessible within the forecast editor?
(Choose two)
Response:

A) Adding historical adherence data
B) Setting agent skill priorities
C) Adjusting forecasted call volumes
D) Modifying forecast data based on trends

5. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Adherence Matching
B) Adherence Sync
C) Schedule Adherence Tracking
D) Real-Time Monitoring

Solutions: