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Genesys Cloud CX Workforce Management Certification Sample Questions:

1. A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A) True
B) False

2. In workforce management, what is a business unit?
Response:

A) A temporary team assigned to special projects
B) The primary organizational entity for managing work plans and schedules
C) An individual employee's work schedule
D) A group of departments handling separate tasks

3. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:

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

4. If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A) True
B) False

5. Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:

A) Monitor call quality
B) Define the maximum work hours for agents
C) Assign phone numbers to agents
D) Create schedules

Solutions: