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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) True
B) False

2. When creating a management unit, what key principle must be considered?
Response:

A) Aligning agents with specific scheduling requirements
B) Enforcing hourly task completion
C) Organizing agents by their daily availability
D) Ensuring minimal agent interaction

3. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:

A) Weekly Paid Time
B) Work Time Constrains
C) Minimum Time Between Shifts
D) Daily Paid Time Divisible By

4. Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A) Customize shift start and end times for individual agents
B) Approve time-off requests directly in the Schedule Editor
C) Set service goals for adherence tracking
D) Generate load-based schedules based on call volume predictions

5. Which component in Genesys Cloud is used to create and manage agent schedules?
Response:

A) Business Unit
B) Queue Group
C) Work Plan
D) Schedule Manager

Solutions: