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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which two components are configured in a service goal template?
(Choose two)
Response:

A) Service Level
B) Forecast Editor
C) Call Volume Reports
D) Average Handle Time

2. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:

A) Assigning a color code for visual identification
B) Configuring compliance rules
C) Setting the agent pay rate
D) Defining whether it affects adherence

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

A) False
B) True

4. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Impact
B) Agent Details
C) Adherence
D) Scheduled Activities

5. 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

Solutions: