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? a Time-Off Limits b Time-Off Plans c Time-Off Requests 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? a The system will allow all future requests to be auto-approved. b The system will deny all time-off requests. c The system will by default send all requests to the admin for manual approval. d The system will show an error and indicate that you need to set up limits before setting up time-off plans. 3 What is the benefit of Intraday Monitoring on Genesys Cloud Workforce Management? a Enables you to see the differences between what was originally forecasted and what actually occurs in real time. b Provides the ability to see how well agents have followed their schedules in the past. c Helps supervisors see how out-of-adherence agents positively or negatively impact the organization. d Facilitates accurate forecasting and careful allocation of daily time off allowances. 4 An agent is scheduled to be on training but attends his team meeting during that time. In this scenario, real-time adherence has ______. a Positive impact b Negative impact c No impact 5 Match "Work Plans" with the appropriate description. a Partition agents based on the interactions they handle b Define the weekly and day-level scheduling constraints c Predict the peaks and valleys of future interactions 6 Match "Activity Codes" with the appropriate description. a Partition agents based on the interactions they handle b Define what an agent should be doing during their shift c Define the weekly and day-level scheduling constraints 7 Match "Forecast" with the appropriate description. a Define what an agent should be doing during their shift b Define the weekly and day-level scheduling constraints c Predict the peaks and valleys of future interactions 8 Match "Management Units" with the appropriate description. a Partition agents based on the interactions they handle b Define the weekly and day-level scheduling constraints c Predict the peaks and valleys of future interactions 9 What are the key capabilities of Workforce Management? (Select 4 answers) Choose one or more answers a Develop forecasts b Perform load-based schedule generation c Evaluate interactions and assign calibrations d Monitor adherence to schedules e Manage time-off requests f Record and score contact center interactions 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 a View real-time adherence data and metrics b View your own Workforce Management schedule in the dashboard c View notifications of changes made to your work schedule d Submit time-off requests e Modify activity codes 11 When creating a Management Unit, which parameters do you need to configure? (Select 2 answers) Choose one or more answers a Adherence threshold b Shrinkage percentage c Service level or average speed of answer d Abandonment rate 12 What does the Service Goal indicate in a contact center? a Number of calls an agent answers during a specific period b Percentage of calls an agent should answer over a specific number of seconds c Percentage of time for which agents are not available to handle calls, yet they get paid 13 A Business Unit has the capacity for how many agents? a 500 b 1500 c 2000 d 5000 14 What is the maximum number of weeks that can be set for a Planning Period (in the Management Unit Object)? a 1 b 3 c 4 d 6 15 Agents can only belong to a maximum of two work plans at a given time. a True b False 16 Match a work plan's weekly configuration parameters with the appropriate descriptions: - Weekly Paid Time a Limit the amount of time an agent can work during a week b Enforce time constraints before an agent begins a new shift c Configure the desired minute granularity for paid time 17 Match a work plan's weekly configuration parameters with the appropriate descriptions: - Daily Paid Time Divisible a Limit the amount of time an agent can work during a week b Enforce time constraints before an agent begins a new shift c Configure the desired minute granularity for paid time 18 The Time-Off Request feature enables agents to: (choose three) Choose one or more answers a Submit a time off request b View pending time off requests c Edit a time off request d Cancel eligible time off request Feedback 1 Time-Off Limits 2 The system will show an error and indicate that you need to set up limits before setting up time-off plans. 3 Enables you to see the differences between what was originally forecasted and what actually occurs in real time. 4 No impact 5 Define the weekly and day-level scheduling constraints 6 Define what an agent should be doing during their shift 7 Predict the peaks and valleys of future interactions 8 Partition agents based on the interactions they handle 9 Develop forecasts, Perform load-based schedule generation, Monitor adherence to schedules & Manage time-off requests 10 View your own Workforce Management schedule in the dashboard, View notifications of changes made to your work schedule & Submit time-off requests 11 Adherence threshold & Shrinkage percentage 12 Percentage of calls an agent should answer over a specific number of seconds 13 5000 14 6 weeks 16 Limit the amount of time an agent can work during a week 17 Configure the desired minute granularity for paid time 18 Submit a time off request, View pending time off requests & Cancel eligible time off request
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