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Genesys Cloud CX Workforce Management Certification Sample Questions (Q49-Q54):

NEW QUESTION # 49
In workforce management, what is a business unit?
Response:

A. An individual employee's work schedule
B. The primary organizational entity for managing work plans and schedules
C. A temporary team assigned to special projects
D. A group of departments handling separate tasks

Answer: B

NEW QUESTION # 50
In workforce management, how can an admin add an activity code?
Response:

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

Answer: C

NEW QUESTION # 51
Choose the metrics available in service goal templates.
Response:

A. Abandonment Rate
B. Average Handle Time
C. Offered
D. Average Speed of Answer

Answer: A,D

NEW QUESTION # 52
Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:

A. True
B. False

Answer: A

NEW QUESTION # 53
In Genesys Cloud, what is the purpose of a blank schedule?
Response:

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

Answer: D

NEW QUESTION # 54
......

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