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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

A) False
B) True

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

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

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

A) False
B) True

4. Which role typically has permission to create and configure a business unit?
Response:

A) Customer Service Manager
B) Quality Assurance Specialist
C) Workforce Administrator
D) Agent

5. Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:

A) To handle billing and financial records
B) To create interactive dashboards for customer interactions
C) To provide automated responses to customer inquiries
D) To manage agent schedules, forecasting, and adherence

Solutions: