Genesys Cloud Workforce Management

Genesys Cloud Workforce Management 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. ...

Genesys Cloud Workforce Management 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 time and schedule adherence 4. Monitoring and analyzing historical data Business units allow you to: - ✔✔configure agents who share queues into more than one management unit. Management units allow you to: - ✔✔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? - ✔✔To separate permissions or align with local, regional, or virtual management Can service goals be used to apply goals to queues? - ✔✔No What are the default activity codes? - ✔✔On Queue, Off Queue, Meal, Break, Meeting, Time Off, Training, and Unavailable What are Work Plans? - ✔✔Work plans define the weekly, weekend, planning period, and daylevel scheduling constraints. What is a short-term forecast? - ✔✔Short-term forecasts help plan how many interactions to expect in upcoming weeks. Genesys Cloud Workforce Management permissions for agents allow them to: - ✔✔- 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? - ✔✔up to 50 Business Units Business Units can contain: - ✔✔one or more Management Units, Planning Groups, and Service Goal Templates. How many agents can a Business Unit contain? - ✔✔up to 5000 agents What is configured at the Business Unit level? - ✔✔Activities, Short-Term Forecasts, and Schedules Can you change the start day of the week after you create the business unit? - ✔✔No How many Management Units can a Business Unit include? - ✔✔up to 10 Management Units How many agents can a Management Unit contain? - ✔✔up to 1500 agents Can Management Units have duplicate names? - ✔✔No For a single Management Unit, Genesys Cloud supports a maximum of: - ✔✔100 queues Can you add or delete default activity codes? - ✔✔No, but you can edit them How many activity codes can you add to a business unit? - ✔✔up to 250 What are activity codes used to measure and manage? - ✔✔Shrinkage What is the max time a schedule can run for? - ✔✔up to 6 weeks How many agents can scheduling be done for? - ✔✔up to 5000 agents at a time (per Business Unit). Can you undo a schedule deletion? - ✔✔No What does Workforce Management forecasting and scheduling support? - ✔✔Inbound voice, chat, callbacks, email, and message media types in queues configured for standard Automatic Call Distributor (ACD) routing. NOT queues configured for bullseye routing. What is the limit that the system enforces for shift possibilities that any given shift could produce? - ✔✔75,000 shift possibilities How does the system calculate the number of shift possibilities? - ✔✔By multiplying the number of possible shift start times by the number of possible activity start times for a given shift. What is Maximum Occupancy % for Deferred Work? - ✔✔Allows agents, who are configured to handle multiple interactions, the ability to rec