Genesys Cloud Workforce Management questions with 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, Trainin