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Genesys Cloud CX Workforce Management Certification Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

• A. Monitor call quality
• B. Create schedules
• C. Assign phone numbers to agents
• D. Define the maximum work hours for agents

Answer: B,D

 

NEW QUESTION # 21
When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

• A. False
• B. True

Answer: A

 

NEW QUESTION # 22
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

• A. Service Level Adjustment
• B. Adherence Tracker
• C. Forecast Modification
• D. Schedule Editor

Answer: C

 

NEW QUESTION # 23
Which of the following is a benefit of synchronizing time-off requests?
Response:

• A. It modifies daily call volume predictions
• B. It updates activity codes
• C. It ensures requests align with agent skill levels
• D. It integrates time-off with agent adherence data

Answer: D

 

NEW QUESTION # 24
Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

• A. Set agent skill levels
• B. Define service goal templates
• C. Create activity codes
• D. Configure queue routing paths

Answer: B,C

 

NEW QUESTION # 25
......

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