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Genesys Cloud CX Workforce Management Certification Sample Questions (Q90-Q95):

NEW QUESTION # 90
Which of the following is NOT a component of a management unit?
Response:

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

Answer: A

NEW QUESTION # 91
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

A. False
B. True

Answer: A

NEW QUESTION # 92
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A. Allows agents to exchange shifts with each other
B. Allows agents to exchange shifts with manager approval
C. Ensures scheduling meets service goals
D. Reduces adherence penalties for agents

Answer: A,B

NEW QUESTION # 93
Which two features are accessible within the forecast editor?
(Choose two)
Response:

A. Setting agent skill priorities
B. Adding historical adherence data
C. Modifying forecast data based on trends
D. Adjusting forecasted call volumes

Answer: C,D

NEW QUESTION # 94
Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:

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

Answer: A,B

NEW QUESTION # 95
......

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