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GENESYS CLOUD WORKFORCE MANAGEMENT NEWEST ACTUAL
EXAM WITH COMPLETE QUESTIONS WITH
ANSWERSS./VERIFIED/GRADED A+/
What do red values mean in Intraday Monitoring? - correct
Answers -The data needs further investigation
You can view intraday data by: - correct Answers -queue, media
type, and date
What metrics are displayed in the intraday monitoring view? -
correct Answers -- Service Level
- Offered
- Answersed
- Abandoned
- Average Handle Time
- Agents
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What can Agents access in the Agent Dashboard? - correct
Answers -Create and view time off requests, and see if they are
out of adherence to the schedule
Where can Agents view their schedule? - correct Answers -
Performance > Overview > Agent > Schedule tab OR
Performance > My Performance > Schedule
The Time Off Request feature enables agents to: - correct
Answers -- Submit a time off request
- View your approved and pending time off requests
- Cancel eligible time off requests
Can Agents edit a time-off request after its been created? -
correct Answers -No. However, they can cancel the request and
create a new one as long as the original request has not yet been
approved, is approved but scheduled for a future date, or the
request has been denied
What happens if a full or partial day time off request overlaps with
another full or partial day time off request? - correct Answers -The
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system returns an error message and will not process the current
request.
What is summarized in the Time Off Requests pane? - correct
Answers -Pending requests, time off scheduled for the current
week, and upcoming requests
What is Workforce Management? - correct Answers -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? -
correct Answers -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: - correct Answers -configure agents
who share queues into more than one management unit.
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GENESYS CLOUD WORKFORCE MANAGEMENT NEWEST ACTUAL
EXAM WITH COMPLETE QUESTIONS WITH
ANSWERSS./VERIFIED/GRADED A+/
What do red values mean in Intraday Monitoring? - correct
Answers -The data needs further investigation
You can view intraday data by: - correct Answers -queue, media
type, and date
What metrics are displayed in the intraday monitoring view? -
correct Answers -- Service Level
- Offered
- Answersed
- Abandoned
- Average Handle Time
- Agents
Page 1 of 21
, Page | 2
What can Agents access in the Agent Dashboard? - correct
Answers -Create and view time off requests, and see if they are
out of adherence to the schedule
Where can Agents view their schedule? - correct Answers -
Performance > Overview > Agent > Schedule tab OR
Performance > My Performance > Schedule
The Time Off Request feature enables agents to: - correct
Answers -- Submit a time off request
- View your approved and pending time off requests
- Cancel eligible time off requests
Can Agents edit a time-off request after its been created? -
correct Answers -No. However, they can cancel the request and
create a new one as long as the original request has not yet been
approved, is approved but scheduled for a future date, or the
request has been denied
What happens if a full or partial day time off request overlaps with
another full or partial day time off request? - correct Answers -The
Page 2 of 21
, Page | 3
system returns an error message and will not process the current
request.
What is summarized in the Time Off Requests pane? - correct
Answers -Pending requests, time off scheduled for the current
week, and upcoming requests
What is Workforce Management? - correct Answers -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? -
correct Answers -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: - correct Answers -configure agents
who share queues into more than one management unit.
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