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Genesys Cloud CX Workforce Management Certification Sample Questions (Q43-Q48):

NEW QUESTION # 43
The historical adherence report is useful for:
Response:

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

Answer: A

NEW QUESTION # 44
When you add a forecast modification, you need to enable it to be active.
Response:

A. False
B. True

Answer: A

NEW QUESTION # 45
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:

A. Approve time-off requests directly in the Schedule Editor
B. Set service goals for adherence tracking
C. Generate load-based schedules based on call volume predictions
D. Customize shift start and end times for individual agents

Answer: C,D

NEW QUESTION # 46
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:

A. Allows agents to exchange shifts with each other
B. Ensures scheduling meets service goals
C. Allows agents to exchange shifts with manager approval
D. Reduces adherence penalties for agents

Answer: A,C

NEW QUESTION # 47
In Genesys Cloud, which two types of data can the historical adherence report provide?
(Choose two)
Response:

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

Answer: A,D

NEW QUESTION # 48
......

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