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Genesys Cloud CX Workforce Management Certification Sample Questions:

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

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

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

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

3. 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

4. Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:

A) Task Manager
B) Schedule Creator
C) Management Unit
D) Queue Group

5. Which feature allows you to partition agents based on the types of interactions they handle?
Response:

A) Service Goal Groups
B) Forecast
C) Management Units
D) Workplans

Solutions: