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Genesys Cloud CX Workforce Management Certification Sample Questions (Q37-Q42):

NEW QUESTION # 37
The historical adherence report is useful for:
Response:

A. Reviewing adherence patterns over past shifts
B. Adjusting agent availability in real time
C. Monitoring live agent activity
D. Creating real-time schedules

Answer: A

NEW QUESTION # 38
Which activity code type is typically used for non-customer-facing tasks?
Response:

A. Productive
B. Adherence-Based
C. Call Handling
D. Non-Productive

Answer: D

NEW QUESTION # 39
In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

A. Weekly call volume changes
B. Trends in adherence deviations
C. Agent pay rates
D. Agent adherence consistency

Answer: B,D

NEW QUESTION # 40
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:

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

Answer: D

NEW QUESTION # 41
In workforce management, how can an admin add an activity code?
Response:

A. Within the Management Unit Configuration
B. Via the Activity Code Editor in the Admin panel
C. Directly in the Queue Settings
D. Through the Business Unit Manager

Answer: A

NEW QUESTION # 42
......

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Alex Price Alex Price

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