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Genesys Cloud CX Workforce Management Certification Sample Questions (Q34-Q39):
NEW QUESTION # 34
Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:
- A. Activity code adherence
- B. Shift start and end times
- C. Agent availability
- D. Forecasted call volume
Answer: B,D
NEW QUESTION # 35
You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:
- A. Weekly Paid Time
- B. Daily Paid Time Divisible By
- C. Minimum Time Between Shifts
- D. Work Time Constrains
Answer: A
NEW QUESTION # 36
In Genesys Cloud, a load-based schedule is generated based on:
Response:
- A. Anticipated call volume and demand
- B. Quality monitoring data
- C. Agent skill levels
- D. Adherence history
Answer: A
NEW QUESTION # 37
What component would an IC administrator create first when setting up workforce management?
Response:
- A. Management Unit
- B. Shift Schedule
- C. Business Unit
- D. Activity Code
Answer: C
NEW QUESTION # 38
Which real-time adherence overview chart helps supervisors determine the percentage of agents with a positive, negative, or neutral influence on performance?
Response:
- A. Agent Details
- B. Scheduled Activities
- C. Adherence
- D. Impact
Answer: D
NEW QUESTION # 39
......
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