Genesys Cloud Workforce Management Correct Questions & Answers!

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