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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. When setting up a work plan, which setting allows you to configure shift activities?
Response:

A) Schedule Editor
B) Activity Code Manager
C) Shift Configurator
D) Work Plan Editor

2. The historical adherence report is useful for:
Response:

A) Adjusting agent availability in real time
B) Creating real-time schedules
C) Monitoring live agent activity
D) Reviewing adherence patterns over past shifts

3. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) False
B) True

4. Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:

A) Impact
B) Adherence
C) Scheduled Activities
D) Agent Details

5. In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A) Agent Availability Tracker
B) Adherence Dashboard
C) Historical Adherence Report
D) Real-Time Adherence View

Solutions: