Genesys Cloud Workforce Management
UPDATED ACTUAL Exam Questions and
CORRECT Answers
What is Workforce Management? - CORRECT 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? - CORRECT 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: - CORRECT ANSWER - configure agents who share queues
into more than one management unit.
Management units allow you to: - CORRECT 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? - CORRECT ANSWER - To separate
permissions or align with local, regional, or virtual management
Can service goals be used to apply goals to queues? - CORRECT ANSWER - No
What are the default activity codes? - CORRECT ANSWER - On Queue, Off Queue,
Meal, Break, Meeting, Time Off, Training, and Unavailable
, What are Work Plans? - CORRECT ANSWER - Work plans define the weekly, weekend,
planning period, and day-level scheduling constraints.
What is a short-term forecast? - CORRECT ANSWER - Short-term forecasts help plan
how many interactions to expect in upcoming weeks.
Genesys Cloud Workforce Management permissions for agents allow them to: - CORRECT
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? - CORRECT ANSWER - up
to 50 Business Units
Business Units can contain: - CORRECT ANSWER - one or more Management Units,
Planning Groups, and Service Goal Templates.
How many agents can a Business Unit contain? - CORRECT ANSWER - up to 5000
agents
What is configured at the Business Unit level? - CORRECT ANSWER - Activities, Short-
Term Forecasts, and Schedules
Can you change the start day of the week after you create the business unit? - CORRECT
ANSWER - No
How many Management Units can a Business Unit include? - CORRECT ANSWER - up
to 10 Management Units
UPDATED ACTUAL Exam Questions and
CORRECT Answers
What is Workforce Management? - CORRECT 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? - CORRECT 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: - CORRECT ANSWER - configure agents who share queues
into more than one management unit.
Management units allow you to: - CORRECT 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? - CORRECT ANSWER - To separate
permissions or align with local, regional, or virtual management
Can service goals be used to apply goals to queues? - CORRECT ANSWER - No
What are the default activity codes? - CORRECT ANSWER - On Queue, Off Queue,
Meal, Break, Meeting, Time Off, Training, and Unavailable
, What are Work Plans? - CORRECT ANSWER - Work plans define the weekly, weekend,
planning period, and day-level scheduling constraints.
What is a short-term forecast? - CORRECT ANSWER - Short-term forecasts help plan
how many interactions to expect in upcoming weeks.
Genesys Cloud Workforce Management permissions for agents allow them to: - CORRECT
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? - CORRECT ANSWER - up
to 50 Business Units
Business Units can contain: - CORRECT ANSWER - one or more Management Units,
Planning Groups, and Service Goal Templates.
How many agents can a Business Unit contain? - CORRECT ANSWER - up to 5000
agents
What is configured at the Business Unit level? - CORRECT ANSWER - Activities, Short-
Term Forecasts, and Schedules
Can you change the start day of the week after you create the business unit? - CORRECT
ANSWER - No
How many Management Units can a Business Unit include? - CORRECT ANSWER - up
to 10 Management Units
