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Genesys Cloud CX Workforce Management Certification Sample Questions (Q16-Q21):
NEW QUESTION # 16
Which activity code setting determines if an activity is counted as part of adherence?
Response:
- A. Real-Time Compliance
- B. Historical Adherence
- C. Compliance Setting
- D. Adherence Setting
Answer: D
NEW QUESTION # 17
How can an administrator deny a time-off request in Genesys Cloud?
Response:
- A. Through the Activity Code Editor
- B. By altering the Schedule Forecast
- C. Using the Real-Time Adherence Monitor
- D. Within the Time-Off Requests Page
Answer: D
NEW QUESTION # 18
What is the primary function of a work plan in Genesys Cloud?
Response:
- A. To manage call quality metrics
- B. To assign specific call tasks to agents
- C. To monitor real-time adherence
- D. To define shifts and work patterns for agents
Answer: D
NEW QUESTION # 19
In workforce management, how can an admin add an activity code?
Response:
- A. Through the Business Unit Manager
- B. Within the Management Unit Configuration
- C. Directly in the Queue Settings
- D. Via the Activity Code Editor in the Admin panel
Answer: B
NEW QUESTION # 20
Which role typically has permission to create and configure a business unit?
Response:
- A. Agent
- B. Quality Assurance Specialist
- C. Workforce Administrator
- D. Customer Service Manager
Answer: C
NEW QUESTION # 21
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