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Genesys Cloud CX Workforce Management Certification Sample Questions (Q33-Q38):

NEW QUESTION # 33
In workforce management, what is a business unit?
Response:

• A. An individual employee's work schedule
• B. A group of departments handling separate tasks
• C. The primary organizational entity for managing work plans and schedules
• D. A temporary team assigned to special projects

Answer: C

 

NEW QUESTION # 34
Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

• A. True
• B. False

Answer: A

 

NEW QUESTION # 35
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

Answer: D

 

NEW QUESTION # 36
What is the primary function of a work plan in Genesys Cloud?
Response:

• A. To manage call quality metrics
• B. To monitor real-time adherence
• C. To assign specific call tasks to agents
• D. To define shifts and work patterns for agents

Answer: D

 

NEW QUESTION # 37
What is the default value for Severe Adherence Threshold settings?
Response:

• A. 10 minutes
• B. 7 minutes
• C. 6 minutes
• D. 5 minutes

Answer: D

 

NEW QUESTION # 38
......

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