Genesys Cloud Workforce Management | 100 Questions with 100% Correct Answers | Verified | Latest Update 2024

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. When should you create a Management Unit? - To separate permissions or align with local, regional, or virtual management Can service goals be used to apply goals to queues? - No What are the default activity codes? - On Queue, Off Queue, Meal, Break, Meeting, Time Off, Training, and Unavailable What are Work Plans? - Work plans define the weekly, weekend, planning period, and day-level scheduling constraints