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Genesys Cloud CX Workforce Management Certification Sample Questions (Q31-Q36):
NEW QUESTION # 31
In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:
Answer: B
NEW QUESTION # 32
Which role typically has permission to create and configure a business unit?
Response:
- A. Workforce Administrator
- B. Customer Service Manager
- C. Quality Assurance Specialist
- D. Agent
Answer: A
NEW QUESTION # 33
What is the primary function of a work plan in Genesys Cloud?
Response:
- A. To monitor real-time adherence
- B. To define shifts and work patterns for agents
- C. To manage call quality metrics
- D. To assign specific call tasks to agents
Answer: B
NEW QUESTION # 34
In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:
Answer: B
NEW QUESTION # 35
What is the primary use of intraday monitoring?
Response:
- A. To monitor current day's adherence and activity
- B. To compare adherence between departments
- C. To view agent adherence on a weekly basis
- D. To adjust agent roles
Answer: A
NEW QUESTION # 36
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