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Genesys Cloud CX Workforce Management Certification Sample Questions (Q61-Q66):

NEW QUESTION # 61
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:

A. Schedule Settings
B. Shift Configuration
C. Activity Codes
D. Adherence Tracking

Answer: C

NEW QUESTION # 62
Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A. True
B. False

Answer: A

NEW QUESTION # 63
What is the primary purpose of historical adherence in Genesys Cloud?
Response:

A. To analyze real-time data and make immediate adjustments
B. To assign agent roles based on skill level
C. To review adherence trends over past shifts and generate reports
D. To automatically adjust future schedules based on past adherence

Answer: C

NEW QUESTION # 64
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

A. Service Level Adjustment
B. Adherence Tracker
C. Forecast Modification
D. Schedule Editor

Answer: C

NEW QUESTION # 65
In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:

A. Assigning a color code for visual identification
B. Setting the agent pay rate
C. Defining whether it affects adherence
D. Configuring compliance rules

Answer: A,C

NEW QUESTION # 66
......

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