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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Choose the available metrics for forecasting methods.
Response:

A) Answered
B) Average Handle Time
C) Offered
D) Response Time

2. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A) Ensures scheduling meets service goals
B) Allows agents to exchange shifts with manager approval
C) Allows agents to exchange shifts with each other
D) Reduces adherence penalties for agents

3. An Agent cannot edit a time-off request after it has been created.
Response:

A) True
B) False

4. What are the routing types used by Genesys Cloud?
Response:

A) AWS Routing and IVR Routing
B) IVR Routing and ACD Routing
C) WFM Routing and IVR Routing
D) Outbound Contact and Inbound Contact

5. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A) Configure a management unit
B) Define business hours
C) Set activity codes
D) Assign a queue for call routing

Solutions: