GENESYS CLOUD WORKFORCE
MANAGEMENT EXAM
When does the Show Time Off Request Differences icon appear at the top of the
schedule? - ANSWERS-When scheduled time off activities for an agent differ from
time off requests to which they are associated, or if the time off does not have a
matching time off request
Does the Time Off Synchronization fix happen automatically? - ANSWERS-Yes,
when you select a line item
The scheduled time off activities shown in this dialog box: - ANSWERS-either differ
from the associated time off requests or do not have a backing time off request
What is Real-time Adherence? - ANSWERS-A common contact center metric that
compares agents' current status against their scheduled activity
What charts are included in the real-time adherence page? - ANSWERS-
Adherence, Impact, Scheduled Activities and Actual Activities
What types of adherence are there? - ANSWERS-In adherence, out of adherence,
unscheduled, ignored, or unknown
,How does Genesys Cloud measure schedule adherence? - ANSWERS-By taking the
total time that an agent is available for interactions and dividing it by the time
they are scheduled to work. This figure is expressed as a percentage.
Can you pin Agents at the top of the adherence list? - ANSWERS-Yes
What is Historical Adherence? - ANSWERS-The ability to see how well agents have
followed their schedules in the past.
What historical statistics about Agents does Genesys Cloud collect? - ANSWERS-
Adherence, conformance, exceptions, exception duration, and impact of
adherence to the organization
How is an Agent's percentage of conformance calculated? - ANSWERS-(total in
conformance time / total time for scheduled activities for conformance in
interval) * 100
How does Genesys Cloud calculate adherence exceptions? - ANSWERS-By
combining the presence/status data and schedule data. Currently, adherence
exceptions can only be viewed, not edited.
How is an Agents percentage of adherence calculated? - ANSWERS-(1 - (total
exception time / (total scheduled time in interval))) * 100
, How is the Working Outside Shift Considered Exception configured? - ANSWERS-
1. With the Working Outside Shift Considered Exception configuration option
enabled, the adherence formula is: 1 - ((10+10)/(60+10)) = 1 - .286 = 71.4%
adherence
2. With the Working Outside Shift Considered Exception configuration option
disabled, the adherence formula is: 1 - 10/60 = 1 - .167 = 82.4% adherence
What is Intraday Monitoring? - ANSWERS-Enables you to see the differences
between what was initially forecasted and what actually occurs in real time for
the current day
Can Intraday Monitoring be used to view data from past or future days? -
ANSWERS-Yes, but it's mostly beneficial for monitoring the current day's actual
activities
What do red values mean in Intraday Monitoring? - ANSWERS-The data needs
further investigation
You can view intraday data by: - ANSWERS-queue, media type, and date
What metrics are displayed in the intraday monitoring view? - ANSWERS-- Service
Level
- Offered
- Answered
MANAGEMENT EXAM
When does the Show Time Off Request Differences icon appear at the top of the
schedule? - ANSWERS-When scheduled time off activities for an agent differ from
time off requests to which they are associated, or if the time off does not have a
matching time off request
Does the Time Off Synchronization fix happen automatically? - ANSWERS-Yes,
when you select a line item
The scheduled time off activities shown in this dialog box: - ANSWERS-either differ
from the associated time off requests or do not have a backing time off request
What is Real-time Adherence? - ANSWERS-A common contact center metric that
compares agents' current status against their scheduled activity
What charts are included in the real-time adherence page? - ANSWERS-
Adherence, Impact, Scheduled Activities and Actual Activities
What types of adherence are there? - ANSWERS-In adherence, out of adherence,
unscheduled, ignored, or unknown
,How does Genesys Cloud measure schedule adherence? - ANSWERS-By taking the
total time that an agent is available for interactions and dividing it by the time
they are scheduled to work. This figure is expressed as a percentage.
Can you pin Agents at the top of the adherence list? - ANSWERS-Yes
What is Historical Adherence? - ANSWERS-The ability to see how well agents have
followed their schedules in the past.
What historical statistics about Agents does Genesys Cloud collect? - ANSWERS-
Adherence, conformance, exceptions, exception duration, and impact of
adherence to the organization
How is an Agent's percentage of conformance calculated? - ANSWERS-(total in
conformance time / total time for scheduled activities for conformance in
interval) * 100
How does Genesys Cloud calculate adherence exceptions? - ANSWERS-By
combining the presence/status data and schedule data. Currently, adherence
exceptions can only be viewed, not edited.
How is an Agents percentage of adherence calculated? - ANSWERS-(1 - (total
exception time / (total scheduled time in interval))) * 100
, How is the Working Outside Shift Considered Exception configured? - ANSWERS-
1. With the Working Outside Shift Considered Exception configuration option
enabled, the adherence formula is: 1 - ((10+10)/(60+10)) = 1 - .286 = 71.4%
adherence
2. With the Working Outside Shift Considered Exception configuration option
disabled, the adherence formula is: 1 - 10/60 = 1 - .167 = 82.4% adherence
What is Intraday Monitoring? - ANSWERS-Enables you to see the differences
between what was initially forecasted and what actually occurs in real time for
the current day
Can Intraday Monitoring be used to view data from past or future days? -
ANSWERS-Yes, but it's mostly beneficial for monitoring the current day's actual
activities
What do red values mean in Intraday Monitoring? - ANSWERS-The data needs
further investigation
You can view intraday data by: - ANSWERS-queue, media type, and date
What metrics are displayed in the intraday monitoring view? - ANSWERS-- Service
Level
- Offered
- Answered
