Genesys cloud workforce - Study guides, Class notes & Summaries

Genesys Cloud Workforce Management Questions And Answers With Latest Quiz Genesys Cloud Workforce Management Questions And Answers With Latest Quiz

Genesys Cloud Workforce Management exam with complete solution 2023/2024

What is Workforce Management? - 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? - 1. Forecasting the workload 2. Planning daily and weekly work schedules 3. Managing agent ...

Genesys Cloud Workforce Management Exam Questions and Complete Solutions

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. Mana...

Genesys Cloud Implementation Questions and Answers Already Passed What are the features of the Contact Center? 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? Every member of the organization, regardless of their role, uses t...

What is Workforce Management? - 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? - 1. Forecasting the workload 2. Planning daily and weekly work schedules 3. Managing agent ...

Which one of the following Genesys Cloud CX Contact Center features is most useful in getting a customer to the proper agent in the shortest amount of time? - Workforce Management - ACD - Quality Management - Scripts : ACD Which one of the following Genesys Cloud CX Contact Center features is used to set up a flow that prompts incoming customer calls to press a number in order to access a specific person or department? - Architect - Workforce Management - Scripts - Quality Manage...

Which one of the following Genesys Cloud CX Contact Center features is most useful in getting a customer to the proper agent in the shortest amount of time? - Workforce Management - ACD - Quality Management - Scripts - correct answer ACD Which one of the following Genesys Cloud CX Contact Center features is used to set up a flow that prompts incoming customer calls to press a number in order to access a specific person or department? - Architect - Workforce Management - Scripts - Qu...

What are the features of the Contact Center? : 1. Automated Call Distribution (ACD) 2. Real-time and historical reports 3. Options to integrate Customer Relationship Management (CRM) software like Salesforce or Zendesk, or generally to HTTP REST services 4. Supervising tools for Quality Management and Workforce Management Who uses the collaborate feature? : Every member of the organization, regardless of their role, uses the Collaborate features. Those requiring telephony services use ...