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Genesys Cloud CX Workforce Management Certification Sample Questions (Q64-Q69):

NEW QUESTION # 64
The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:

A. Agents who only take calls
B. Agents who handle non-voice interactions
C. Agents who handle multiple interaction types
D. Agents who handle outbound interactions

Answer: C

NEW QUESTION # 65
When we set the Activity Equivalency option to No, the agent is in adherence.
Response:

A. True
B. False

Answer: B

NEW QUESTION # 66
In Genesys Cloud, what is the purpose of a blank schedule?
Response:

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

Answer: A

NEW QUESTION # 67
Which term describes the process of adjusting a schedule based on load demands?
Response:

A. Load-Based Scheduling
B. Capacity Planning
C. Adherence Matching
D. Forecast Scaling

Answer: A

NEW QUESTION # 68
In Genesys Cloud, which feature provides an administrator with a real-time view of agent adherence to scheduled tasks?
Response:

A. Historical Adherence Report
B. Agent Availability Tracker
C. Adherence Dashboard
D. Real-Time Adherence View

Answer: D

NEW QUESTION # 69
......

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