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Genesys Cloud Workforce Management - Questions & Accurate Solutions
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Genesys Cloud Workforce Management - Questions & Accurate Solutions
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Genesys Cloud Workforce Management - Questions &Accurate Solutions
What can Agents access in the Agent Dashboard? Right Ans - Create and
view time off requests, and see if they are out of adherence to the schedule
Where can Agents view their schedule? Right Ans - Performance >
Overview > Agent > Schedule tab OR Performance > My Performance >
Schedule
The Time Off Request feature enables agents to: Right Ans - - Submit a time
off request
- View your approved and pending time off requests
- Cancel eligible time off requests
Can Agents edit a time-off request after its been created? Right Ans - No.
However, they can cancel the request and create a new one as long as the
original request has not yet been approved, is approved but scheduled for a
future date, or the request has been denied
What happens if a full or partial day time off request overlaps with another
full or partial day time off request? Right Ans - The system returns an error
message and will not process the current request.
What is summarized in the Time Off Requests pane? Right Ans - Pending
requests, time off scheduled for the current week, and upcoming requests
What is Workforce Management? Right Ans - 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? Right Ans
- 1. Forecasting the workload
2. Planning daily and weekly work schedules
3. Managing agent time and schedule adherence
4. Monitoring and analyzing historical data
, *Overview of workforce management
The workforce management tools in Genesys Cloud make it easier to plan
agents and anticipate encounters in multi-channel contact centers. By utilizing
these tools, you may maximize productivity and accomplish the operational
objectives of your company.
Using workforce management enables you to:
Create projections
Analyze the variations between the forecasted and actual numbers
throughout a day.
Create and oversee blank timetables.
Create and oversee schedules based on forecasts.
Create and oversee schedules in the absence of predictions.
Keep an eye on schedule adherence
Display your schedule to the agents.
Handle leave requests
Business units allow you to: Right Ans - configure agents who share queues
into more than one management unit.
Management units allow you to: Right Ans - 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? Right Ans - To separate
permissions or align with local, regional, or virtual management
Can service goals be used to apply goals to queues? Right Ans - No
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