Genesys Cloud Workforce Management UPDATED ACTUAL
Questions and CORRECT Answers
1. What is Workforce The process of ensuring that the right staff are at the right place at the right time
Management? to handle customer interactions within performance objectives. A Workforce
Management strategy typically includes scheduling, skills management, time-
keeping and attendance, intraday management, and employee empowerment.
2. What are the four 1. Forecasting the workload
primary activities of 2. Planning daily and weekly work schedules
Workforce Manage- 3. Managing agent time and schedule adherence
ment? 4. Monitoring and analyzing historical data
3. Business units al- configure agents who share queues into more than one management unit.
low you to:
4. Management units partition agents based on the types of interactions they handle. Agents that
allow you to: handle the same set of interactions should ideally belong to the same Man-
agement Unit.
5. When should you To separate permissions or align with local, regional, or virtual management
create a Manage-
ment Unit?
6. Can service goals No
be used to apply
goals to queues?
7. What are the de- On Queue, Off Queue, Meal, Break, Meeting, Time Off, Training, and Unavail-
fault activity codes? able
8. What are Work Work plans define the weekly, weekend, planning period, and day-level sched-
Plans? uling constraints.
9. Short-term forecasts help plan how many interactions to expect in upcoming
weeks.
, What is a
short-term fore-
cast?
10. Genesys Cloud - View one's own Workforce Management schedule on the dashboard.
Workforce Manage- - View notifications of changes made to the agent's schedule.
ment permissions - Submit time off requests.
for agents allow - Be included in a load-based schedule on forecast needs.
them to: - Create, view, edit, match, and cancel shift trade requests.
11. How many busi- up to 50 Business Units
ness units can a
single organization
contain?
12. Business Units can one or more Management Units, Planning Groups, and Service Goal Templates.
contain:
13. How many agents up to 5000 agents
can a Business Unit
contain?
14. What is configured Activities, Short-Term Forecasts, and Schedules
at the Business Unit
level?
15. Can you change the No
start day of the
week after you cre-
ate the business
unit?
16. up to 10 Management Units
Questions and CORRECT Answers
1. What is Workforce The process of ensuring that the right staff are at the right place at the right time
Management? to handle customer interactions within performance objectives. A Workforce
Management strategy typically includes scheduling, skills management, time-
keeping and attendance, intraday management, and employee empowerment.
2. What are the four 1. Forecasting the workload
primary activities of 2. Planning daily and weekly work schedules
Workforce Manage- 3. Managing agent time and schedule adherence
ment? 4. Monitoring and analyzing historical data
3. Business units al- configure agents who share queues into more than one management unit.
low you to:
4. Management units partition agents based on the types of interactions they handle. Agents that
allow you to: handle the same set of interactions should ideally belong to the same Man-
agement Unit.
5. When should you To separate permissions or align with local, regional, or virtual management
create a Manage-
ment Unit?
6. Can service goals No
be used to apply
goals to queues?
7. What are the de- On Queue, Off Queue, Meal, Break, Meeting, Time Off, Training, and Unavail-
fault activity codes? able
8. What are Work Work plans define the weekly, weekend, planning period, and day-level sched-
Plans? uling constraints.
9. Short-term forecasts help plan how many interactions to expect in upcoming
weeks.
, What is a
short-term fore-
cast?
10. Genesys Cloud - View one's own Workforce Management schedule on the dashboard.
Workforce Manage- - View notifications of changes made to the agent's schedule.
ment permissions - Submit time off requests.
for agents allow - Be included in a load-based schedule on forecast needs.
them to: - Create, view, edit, match, and cancel shift trade requests.
11. How many busi- up to 50 Business Units
ness units can a
single organization
contain?
12. Business Units can one or more Management Units, Planning Groups, and Service Goal Templates.
contain:
13. How many agents up to 5000 agents
can a Business Unit
contain?
14. What is configured Activities, Short-Term Forecasts, and Schedules
at the Business Unit
level?
15. Can you change the No
start day of the
week after you cre-
ate the business
unit?
16. up to 10 Management Units
