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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. How can an administrator deny a time-off request in Genesys Cloud?
Response:

A) Through the Activity Code Editor
B) Within the Time-Off Requests Page
C) By altering the Schedule Forecast
D) Using the Real-Time Adherence Monitor

2. When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

A) True
B) False

3. What is the primary purpose of historical adherence in Genesys Cloud?
Response:

A) To assign agent roles based on skill level
B) To analyze real-time data and make immediate adjustments
C) To automatically adjust future schedules based on past adherence
D) To review adherence trends over past shifts and generate reports

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) Scheduled Activities
C) Adherence
D) Agent Details

5. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:

A) True
B) False

Solutions: