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Gestion de plantilla Workforce 3 Examen B

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Gestion de plantilla Workforce 3 Examen B

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Gestion de plantilla Workforce 3 Examen BVersion en ligne

Gestion de plantilla Workforce 3 Examen B

par John Hatchman Sánchez
1

Which feature in Genesys Cloud allows you to specify the number of hours available on a particular day to request time off?

2

As a workforce manager, you have chosen the option to auto-approve time-off requests based on time-off limits, but you have not yet set up any limits. What will happen in this scenario?

3

What is the benefit of Intraday Monitoring on Genesys Cloud Workforce Management?

4

An agent is scheduled to be on training but attends his team meeting during that time. In this scenario, real-time adherence has ______.

5

Match "Work Plans" with the appropriate description.

6

Match "Activity Codes" with the appropriate description.

7

Match "Forecast" with the appropriate description.

8

Match "Management Units" with the appropriate description.

9

What are the key capabilities of Workforce Management? (Select 4 answers)

Choose one or more answers

10

Which of the following actions can you perform if you have agent permissions assigned for Genesys Cloud Workforce Management? (Select 3 answers)

Choose one or more answers

11

When creating a Management Unit, which parameters do you need to configure? (Select 2 answers)

Choose one or more answers

12

What does the Service Goal indicate in a contact center?

13

A Business Unit has the capacity for how many agents?

14

What is the maximum number of weeks that can be set for a Planning Period (in the Management Unit Object)?

15

Agents can only belong to a maximum of two work plans at a given time.

16

Match a work plan's weekly configuration parameters with the appropriate descriptions: - Weekly Paid Time

17

Match a work plan's weekly configuration parameters with the appropriate descriptions: - Daily Paid Time Divisible

18

The Time-Off Request feature enables agents to: (choose three)

Choose one or more answers

Feedback

Time-Off Limits

The system will show an error and indicate that you need to set up limits before setting up time-off plans.

Enables you to see the differences between what was originally forecasted and what actually occurs in real time.

No impact

Define the weekly and day-level scheduling constraints

Define what an agent should be doing during their shift

Predict the peaks and valleys of future interactions

Partition agents based on the interactions they handle

Develop forecasts, Perform load-based schedule generation, Monitor adherence to schedules & Manage time-off requests

View your own Workforce Management schedule in the dashboard, View notifications of changes made to your work schedule & Submit time-off requests

Adherence threshold & Shrinkage percentage

Percentage of calls an agent should answer over a specific number of seconds

5000

6 weeks

Limit the amount of time an agent can work during a week

Configure the desired minute granularity for paid time

Submit a time off request, View pending time off requests & Cancel eligible time off request

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