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Ray White Ray White

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Genesys Cloud CX Workforce Management Certification Sample Questions (Q91-Q96):

NEW QUESTION # 91
In workforce management, how can an admin add an activity code?
Response:

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

Answer: B

NEW QUESTION # 92
If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:

A. True
B. False

Answer: A

NEW QUESTION # 93
What is the primary function of a work plan in Genesys Cloud?
Response:

A. To monitor real-time adherence
B. To manage call quality metrics
C. To define shifts and work patterns for agents
D. To assign specific call tasks to agents

Answer: C

NEW QUESTION # 94
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. Generate load-based schedules based on call volume predictions
C. Set service goals for adherence tracking
D. Customize shift start and end times for individual agents

Answer: B,D

NEW QUESTION # 95
When setting up a work plan, which setting allows you to configure shift activities?
Response:

A. Work Plan Editor
B. Activity Code Manager
C. Schedule Editor
D. Shift Configurator

Answer: A

NEW QUESTION # 96
......

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