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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

2. What is the default value for Severe Adherence Threshold settings?
Response:

A) 7 minutes
B) 10 minutes
C) 5 minutes
D) 6 minutes

3. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:

A) Agent availability
B) Activity code adherence
C) Shift start and end times
D) Forecasted call volume

4. What is the purpose of the Schedule Editor in Genesys Cloud?
Response:

A) To track agent skills and certifications
B) To create and adjust agent schedules based on business needs
C) To manage adherence reports
D) To configure quality monitoring for interactions

5. Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:

A) Assign the request to the agent's supervisor for review
B) Automatically apply adherence penalties
C) Deny the request and provide feedback on availability
D) Approve the request and adjust forecast data

Solutions: