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? - ANSWER>>>>>up to 10 Management Units
How many agents can a Management Unit contain? -
ANSWER>>>>>up to 1500 agents
Can Management Units have duplicate names? -
ANSWER>>>>>No
For a single Management Unit, Genesys Cloud supports a
maximum of: - ANSWER>>>>>100 queues
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? - ANSWER>>>>>up to 10 Management Units
How many agents can a Management Unit contain? -
ANSWER>>>>>up to 1500 agents
Can Management Units have duplicate names? -
ANSWER>>>>>No
For a single Management Unit, Genesys Cloud supports a
maximum of: - ANSWER>>>>>100 queues
