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Genesys Cloud CX Workforce Management Certification Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:

• A. Configure service level goals
• B. Add a forecast modification
• C. Validate agent certifications
• D. Analyze historical call patterns

Answer: B,D

NEW QUESTION # 16
Which feature allows you to partition agents based on the types of interactions they handle?
Response:

• A. Management Units
• B. Forecast
• C. Workplans
• D. Service Goal Groups

Answer: A

NEW QUESTION # 17
Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:

• A. Adherence Tracking
• B. Swap Shifts
• C. Real-Time Shift Monitor
• D. Schedule Reset

Answer: B

NEW QUESTION # 18
Which component in the Schedule Editor helps create load-based schedules?
Response:

• A. Activity Code Editor
• B. Shift Optimizer
• C. Call Volume Manager
• D. Schedule Generator

Answer: D

NEW QUESTION # 19
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

• A. Set service goals for adherence tracking
• B. Approve time-off requests directly in the Schedule Editor
• C. Customize shift start and end times for individual agents
• D. Generate load-based schedules based on call volume predictions

Answer: C,D

NEW QUESTION # 20
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