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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A) Add
B) Create
C) Modify
D) Generate

2. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Schedule Generator
B) Call Volume Manager
C) Shift Optimizer
D) Activity Code Editor

3. Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:

A) View agent availability
B) Approve time-off requests
C) Adjust adherence penalties
D) Synchronize time-off with adherence data

4. Choose the metrics available in service goal templates.
Response:

A) Offered
B) Average Speed of Answer
C) Average Handle Time
D) Abandonment Rate

5. Agents that handle the same set of interactions should belong to the same Business Unit.
Response:

A) False
B) True

Solutions: