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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:

A) 25
B) 50
C) 100
D) 150

2. The historical adherence report is useful for:
Response:

A) Adjusting agent availability in real time
B) Reviewing adherence patterns over past shifts
C) Creating real-time schedules
D) Monitoring live agent activity

3. What component would an IC administrator create first when setting up workforce management?
Response:

A) Shift Schedule
B) Business Unit
C) Activity Code
D) Management Unit

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

A) True
B) False

5. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

A) Agent breaks and lunch activities
B) Agent logins for the day
C) Weekly adherence reports
D) Adherence to scheduled tasks

Solutions: