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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which setting should be enabled to track both scheduled and actual agent activities?
Response:

A) Adherence Sync
B) Schedule Adherence Tracking
C) Adherence Matching
D) Real-Time Monitoring

2. Who has the necessary permissions to cancel time-off requests?
Response:

A) User
B) Agent
C) Supervisor
D) Administrator

3. Which two components are configured in a service goal template?
(Choose two)
Response:

A) Service Level
B) Average Handle Time
C) Call Volume Reports
D) Forecast Editor

4. 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) Adherence to scheduled tasks
D) Weekly adherence reports

5. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A) Modifying forecast data for future adherence planning
B) Analyzing adherence at specific times of day
C) Identifying recurring non-adherence trends
D) Directly adjusting future agent schedules

Solutions: