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Genesys Cloud CX Workforce Management Certification Sample Questions (Q50-Q55):

NEW QUESTION # 50
An Agent cannot edit a time-off request after it has been created.
Response:

A. False
B. True

Answer: B

NEW QUESTION # 51
In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A. To clear previous adherence data
B. To reset an agent's adherence history
C. To add a forecast for future shifts
D. To create a template for new schedules without predefined shifts

Answer: D

NEW QUESTION # 52
The forecast editor in Genesys Cloud primarily serves which purpose?
Response:

A. To handle quality assurance
B. To define agent skill levels
C. To manage agent interactions
D. To predict call volume and scheduling needs

Answer: D

NEW QUESTION # 53
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

A. Directly adjusting future agent schedules
B. Modifying forecast data for future adherence planning
C. Analyzing adherence at specific times of day
D. Identifying recurring non-adherence trends

Answer: C,D

NEW QUESTION # 54
Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:

A. Sending a notification to the non-adherent agent
B. Logging adherence changes automatically in the forecast data
C. Adjusting the agent's schedule within the adherence view
D. Viewing specific deviations from the schedule

Answer: A,D

NEW QUESTION # 55
......

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