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Genesys Cloud CX Workforce Management Certification Sample Questions (Q42-Q47):

NEW QUESTION # 42
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A. Schedule Settings
B. Adherence Tracking
C. Shift Configuration
D. Activity Codes

Answer: D

NEW QUESTION # 43
Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A. False
B. True

Answer: B

NEW QUESTION # 44
The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:

A. Agents who handle non-voice interactions
B. Agents who handle multiple interaction types
C. Agents who only take calls
D. Agents who handle outbound interactions

Answer: B

NEW QUESTION # 45
What is the primary purpose of historical adherence in Genesys Cloud?
Response:

A. To assign agent roles based on skill level
B. To review adherence trends over past shifts and generate reports
C. To analyze real-time data and make immediate adjustments
D. To automatically adjust future schedules based on past adherence

Answer: B

NEW QUESTION # 46
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

A. Define business hours
B. Set activity codes
C. Configure a management unit
D. Assign a queue for call routing

Answer: A,C

NEW QUESTION # 47
......

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