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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Choose the metrics available in service goal templates.
Response:

A) Offered
B) Average Speed of Answer
C) Abandonment Rate
D) Average Handle Time

2. Which activity code type is typically used for non-customer-facing tasks?
Response:

A) Adherence-Based
B) Productive
C) Non-Productive
D) Call Handling

3. In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:

A) Submit for approval
B) Validate and save the work plan
C) Assign to the Agent Manager
D) Configure Real-Time Adherence

4. An Agent cannot edit a time-off request after it has been created.
Response:

A) False
B) True

5. You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:

A) Add
B) Modify
C) Create
D) Generate

Solutions: