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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. How long does it take for a load-based schedule to be generated?
Response:

A) 5 minutes
B) 20 minutes
C) 15 minutes
D) 10 minutes

2. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A) Schedule Settings
B) Activity Codes
C) Adherence Tracking
D) Shift Configuration

3. Which component in the Schedule Editor helps create load-based schedules?
Response:

A) Schedule Generator
B) Activity Code Editor
C) Shift Optimizer
D) Call Volume Manager

4. In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A) To reset an agent's adherence history
B) To create a template for new schedules without predefined shifts
C) To add a forecast for future shifts
D) To clear previous adherence data

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

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

Solutions: