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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) False
B) True

2. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A) False
B) True

3. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:

A) False
B) True

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

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

5. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:

A) Time-Off Requests Page
B) Management Unit
C) Schedule Editor
D) Queue Assignment

Solutions: