Genesys Cloud Workforce Management Q&A

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 Bus