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GENESYS CLOUD WORKFORCE
MANAGEMENT BRAND NEW OFFICIAL
QUESTIONS WITH ANSWERS.
What types of adherence are there? - correct answer -In
adherence, out of adherence, unscheduled, ignored, or unknown
How does Genesys Cloud measure schedule adherence? -
correct answer -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? - correct
answer -Yes
What is Historical Adherence? - correct answer -The ability to see
how well agents have followed their schedules in the past.
What historical statistics about Agents does Genesys Cloud
collect? - correct answer -Adherence, conformance, exceptions,
exception duration, and impact of adherence to the organization
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How is an Agent's percentage of conformance calculated? -
correct answer -(total in conformance time / total time for
scheduled activities for conformance in interval) * 100
How does Genesys Cloud calculate adherence exceptions? -
correct answer -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? - correct
answer -(1 - (total exception time / (total scheduled time in
interval))) * 100
How is the Working Outside Shift Considered Exception
configured? - correct answer -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
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What is Intraday Monitoring? - correct answer -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? - correct answer -Yes, but it's mostly beneficial for
monitoring the current day's actual activities
What do red values mean in Intraday Monitoring? - correct
answer -The data needs further investigation
You can view intraday data by: - correct answer -queue, media
type, and date
What metrics are displayed in the intraday monitoring view? -
correct answer -- Service Level
- Offered
- Answered
- Abandoned
GENESYS CLOUD WORKFORCE
MANAGEMENT BRAND NEW OFFICIAL
QUESTIONS WITH ANSWERS.
What types of adherence are there? - correct answer -In
adherence, out of adherence, unscheduled, ignored, or unknown
How does Genesys Cloud measure schedule adherence? -
correct answer -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? - correct
answer -Yes
What is Historical Adherence? - correct answer -The ability to see
how well agents have followed their schedules in the past.
What historical statistics about Agents does Genesys Cloud
collect? - correct answer -Adherence, conformance, exceptions,
exception duration, and impact of adherence to the organization
, Page | 2
How is an Agent's percentage of conformance calculated? -
correct answer -(total in conformance time / total time for
scheduled activities for conformance in interval) * 100
How does Genesys Cloud calculate adherence exceptions? -
correct answer -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? - correct
answer -(1 - (total exception time / (total scheduled time in
interval))) * 100
How is the Working Outside Shift Considered Exception
configured? - correct answer -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
, Page | 3
What is Intraday Monitoring? - correct answer -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? - correct answer -Yes, but it's mostly beneficial for
monitoring the current day's actual activities
What do red values mean in Intraday Monitoring? - correct
answer -The data needs further investigation
You can view intraday data by: - correct answer -queue, media
type, and date
What metrics are displayed in the intraday monitoring view? -
correct answer -- Service Level
- Offered
- Answered
- Abandoned
