GENESYS CLOUD WORKFORCE
MANAGEMENT OE EXAMINATION TEST
COMPLETE QUESTIONS AND VERIFIED
ANSWERS
⩥ 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.
, ⩥ How many agents can a Business Unit contain? Answer: up to 5000
agents
⩥ What is configured at the Business Unit level? Answer: Activities,
Short-Term Forecasts, and Schedules
⩥ Can you change the start day of the week after you create the business
unit? Answer: No
⩥ How many Management Units can a Business Unit include? Answer:
up to 10 Management Units
⩥ How many agents can a Management Unit contain? Answer: up to
1500 agents
⩥ Can Management Units have duplicate names? Answer: No
⩥ For a single Management Unit, Genesys Cloud supports a maximum
of: Answer: 100 queues
⩥ Can you add or delete default activity codes? Answer: No, but you can
edit them
MANAGEMENT OE EXAMINATION TEST
COMPLETE QUESTIONS AND VERIFIED
ANSWERS
⩥ 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.
, ⩥ How many agents can a Business Unit contain? Answer: up to 5000
agents
⩥ What is configured at the Business Unit level? Answer: Activities,
Short-Term Forecasts, and Schedules
⩥ Can you change the start day of the week after you create the business
unit? Answer: No
⩥ How many Management Units can a Business Unit include? Answer:
up to 10 Management Units
⩥ How many agents can a Management Unit contain? Answer: up to
1500 agents
⩥ Can Management Units have duplicate names? Answer: No
⩥ For a single Management Unit, Genesys Cloud supports a maximum
of: Answer: 100 queues
⩥ Can you add or delete default activity codes? Answer: No, but you can
edit them
