Genesys Cloud Workforce Management | 2023 | 100 Questions with 100% Correct Answers | Updated & Verified

What is Workforce Management? - 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? - 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: - configure agents who share queues into more than one management unit. Management units allow you to: - 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.