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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What is the forecast source data used for in Genesys Cloud?
Response:

A) To analyze agent performance trends
B) To predict future call patterns based on historical data
C) To provide real-time call metrics
D) To create backup schedules for agents

2. In Genesys Cloud, intraday monitoring is used primarily for:
Response:

A) Adjusting agent skill levels
B) Reviewing historical call metrics
C) Monitoring adherence and activity throughout the current day
D) Analyzing agent performance trends over weeks

3. Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:

A) Real-time agent adherence
B) Daily call volume predictions
C) Daily agent activities and tasks
D) Agent training schedules

4. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:

A) False
B) True

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

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

Solutions: