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Genesys Cloud CX Workforce Management Certification Sample Questions (Q47-Q52):

NEW QUESTION # 47
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:

• A. False
• B. True

Answer: A

NEW QUESTION # 48
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:

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

Answer: A,C

NEW QUESTION # 49
Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:

• A. Daily agent activities and adherence status
• B. Real-time adherence to scheduled activities
• C. Weekly adherence trends
• D. End-of-day adherence summaries

Answer: A,B

NEW QUESTION # 50
What is the forecast source data used for in Genesys Cloud?
Response:

• A. To create backup schedules for agents
• B. To analyze agent performance trends
• C. To predict future call patterns based on historical data
• D. To provide real-time call metrics

Answer: C

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

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

Answer: C

NEW QUESTION # 52
......

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