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Genesys Cloud CX Workforce Management Certification Sample Questions (Q63-Q68):
NEW QUESTION # 63
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
- A. Analyzing adherence at specific times of day
- B. Directly adjusting future agent schedules
- C. Modifying forecast data for future adherence planning
- D. Identifying recurring non-adherence trends
Answer: A,D
NEW QUESTION # 64
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
- A. False
- B. True
Answer: A
NEW QUESTION # 65
Which term describes the process of adjusting a schedule based on load demands?
Response:
- A. Forecast Scaling
- B. Load-Based Scheduling
- C. Capacity Planning
- D. Adherence Matching
Answer: B
NEW QUESTION # 66
In Genesys Cloud, what action is necessary to finalize a work plan after configuration?
Response:
- A. Configure Real-Time Adherence
- B. Validate and save the work plan
- C. Assign to the Agent Manager
- D. Submit for approval
Answer: B
NEW QUESTION # 67
A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:
- A. False
- B. True
Answer: B
NEW QUESTION # 68
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