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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:

A) Desire to Use
B) Languages
C) A Score
D) Skills

2. Which of the following is NOT a component of a management unit?
Response:

A) Agent Group
B) Service Goal Template
C) Queue Assignment
D) Schedule Forecasting

3. Which feature allows you to track adherence deviations as they occur?
Response:

A) Queue Manager
B) Real-Time Adherence View
C) Adherence Tracker
D) Schedule Monitor

4. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:

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

5. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) True
B) False

Solutions: