Exam (elaborations)
GENESYS CLOUD WORKFORCE MANAGEMENT OE COMPLETE QUESTIONS AND ANSWERS (VERIFIED)
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GENESYS CLOUD WORKFORCE MANAGEMENT OE COMPLETE QUESTIONS AND ANSWERS (VERIFIED)
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GENESYS CLOUD WORKFORCE MANAGEMENT OE COMPLETEQUESTIONS AND ANSWERS (VERIFIED)
What is Workforce Management?
ANSWER = The process of ensuring that the right staff are at the right place at the right time to handle
customer interactions within performance objectives. A Workforce Management strategy typically
includes scheduling, skills management, timekeeping and attendance, intraday management, and
employee empowerment.
What are the four primary activities of Workforce Management?
ANSWER = 1. Forecasting the workload
2. Planning daily and weekly work schedules
3. Managing agent time and schedule adherence
4. Monitoring and analyzing historical data
Business units allow you to:
ANSWER = configure agents who share queues into more than one management unit.
Management units allow you to:
ANSWER = partition agents based on the types of interactions they handle. Agents that handle the same
set of interactions should ideally belong to the same Management Unit.
,When should you create a Management Unit?
ANSWER = To separate permissions or align with local, regional, or virtual management
Can service goals be used to apply goals to queues?
ANSWER = No
What are the default activity codes?
ANSWER = On Queue, Off Queue, Meal, Break, Meeting, Time Off, Training, and Unavailable
What are Work Plans?
ANSWER = Work plans define the weekly, weekend, planning period, and day-level scheduling
constraints.
What is a short-term forecast?
ANSWER = Short-term forecasts help plan how many interactions to expect in upcoming weeks.
Genesys Cloud Workforce Management permissions for agents allow them to:
ANSWER = - View one's own Workforce Management schedule on the dashboard.
- View notifications of changes made to the agent's schedule.
, - Submit time off requests.
- Be included in a load-based schedule on forecast needs.
- Create, view, edit, match, and cancel shift trade requests.
How many business units can a single organization contain?
ANSWER = up to 50 Business Units
Business Units can contain:
ANSWER = one or more Management Units, Planning Groups, and Service Goal Templates.
How many agents can a Business Unit contain?
ANSWER = up to 5000 agents
What is configured at the Business Unit level?
ANSWER = Activities, Short-Term Forecasts, and Schedules
Can you change the start day of the week after you create the business unit?
ANSWER = No
How many Management Units can a Business Unit include?
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