Genesys Cloud Workforce Management Study Guide "Quiz"

Test

Parties jouées 2

Créer une copie

À propos de cette activité

No wrong answers

Créé par

Edgar Garcia

United States

Téléchargez la version pour jouer sur papier

Top 10 résultats

#	Jeux	Précision	temps
1	Edgar Garcia 11 Septembre 2025	% 100	05:23

Voulez-vous apparaître dans le Top 10 de ce jeu? Connectez-vous pour vous identifier.

Créez votre propre jeu gratuite à partir de notre créateur de jeu

Affrontez vos amis pour voir qui obtient le meilleur score dans ce jeu

Créer un défi

Spanish Alphabet Listening

Falkenberg Falkenberg

United States

(88)

Spanish alphabet, listening-based assessment
Practice Quiz - Punnett Square, Variation, and Mutations

Benjamin D Morgan

United States

(14)

Practice Quiz - Punnett Square, Variation, and Mutations
Tissues - Practice Quiz

Benjamin D Morgan

United States

(16)

Tissues - Practice Quiz
UPS 5 Seeing Habits Quiz

Heather Bell

United States

(12)

Test your knowledge about the 5 seeing habits discussed in the text 'UPS 5 seeing habits'.
Photosynthesis vs Cellular Respiration - Practice Quiz

Benjamin D Morgan

United States

(39)

Photosynthesis vs Cellular Respiration - Practice Quiz

		%
	Anonyme	%
		%
		%

Imprimez votre jeu

Genesys Cloud Workforce Management Study Guide "Quiz"


Genesys Cloud Workforce Management Study Guide "Quiz"Version en ligne No wrong answers par Edgar Garcia 1 What are the matching criteria requirements for shift swap requests? Choose one or more answers a Queue membership b Assigned language c Assigned skills d Ability to handle the same planning groups 2 Management units allow you to: a Partition agents based on the types of interactions they handle 3 When should you create a Management Unit? a To separate permissions or align with local, regional, or virtual management 4 What are the default activity codes? a On Queue, Off Queue, Meal, Break, Meeting, Time Off, Training, and Unavailable 5 What are Work Plans? a Work plans define the weekly, weekend, planning period, and day-level scheduling constraints. 6 What is a short-term forecast? a Short-term forecasts help plan how many interactions to expect in upcoming weeks. 7 Genesys Cloud Workforce Management permissions for agents allow them to: Choose one or more answers a View one's own Workforce Management schedule on the dashboard. b View notifications of changes made to the agent's schedule. c Submit time off requests. d Be included in a load-based schedule on forecast needs. e Create, view, edit, match, and cancel shift trade requests. 8 Can you change the start day of the week after you create the business unit? a No 9 Can you add or delete default activity codes? a No, but you can edit them. 10 What is Maximum Occupancy % for Deferred Work? a Allows agents, who are configured to handle multiple interactions, the ability to receive supplemental work while waiting for calls to arrive 11 What is the Time-off Submission Range Constraint? a 0-90 days 12 What constraints are included in the shift trade rules? Choose one or more answers a Shift trades with unequal paid hours b Shift trades that are one-sided c Shift trades that result in minimum weekly paid time violations d Shift trades that result in maximum weekly paid time violations 13 What are the service goal options? Choose one or more answers a Service Level b Average Speed of Answer c Abandonment Rate 14 To achieve service level goals, a contact center should be able to: Choose one or more answers a Meet customer expectations b Keep abandonment at acceptable levels c Minimize agent burnout and errors d Minimize expenses e Maximize revenue 15 What is The Maximum Shift Start Time Variance? a A constraint that allows you to configure the desired amount of time a Shift Start or Shift Start and Paid Duration 16 If you recently added an agent to a queue, you may be unable to create a valid work plan that uses the agent or queue for: a up to 4 hours 17 How many weeks can you forecast for Automatic Best Method Selection? a Up to 6 weeks 18 What are the two ways you can create a schedule? Choose one or more answers a Start from scratch with a blank schedule b Use forecast data within Genesys Cloud to generate the schedule for you. 19 How many schedules can you generate at a time per Management Unit? a You can only generate one schedule per Management Unit per time period 20 How long does a load-based schedule take to generate? a 20 minutes or longer 21 What are the different statuses for load-based generated schedules? Choose one or more answers a Completed b Cancelled c Failed 22 Does the Time Off Synchronization fix happen automatically? a Yes, but it's mostly beneficial for monitoring the current day's actual activities 23 Can agents edit a time-off request after its been created? a No 24 What are the four primary activities of Workforce Management? Choose one or more answers a Forecasting the workload b Planning daily and weekly work schedules c Managing agent time and schedule adherence d Monitoring and analyzing historical data 25 Business units allow you to: a Configure agents who share queues into more than one management unit. 26 Can service goals be used to apply goals to queues? a No 27 How many business units can a single organization contain? a Up to 50 Business Units 28 Business Units can contain: Choose one or more answers a One or more Management Units b Planning Groups c Service Goal Templates 29 How many agents can a Business Unit contain? a Up to 6000 agents 30 What is configured at the Business Unit level? Choose one or more answers a Activities b Short Term Forecasts c Schedules 31 How many Management Units can a Business Unit include? a Up to 10 32 How many agents can a Management Unit contain? a Up to 1500 agents 33 Can Management Units have duplicate names? a No 34 For a single Management Unit, Genesys Cloud supports a maximum of: a 100 queues 35 How many activity codes can you add to a business unit? a Up to 250 36 What are activity codes used to measure and manage? a Shrinkage 37 What is the max time a schedule can run for? a Up to 6 weeks 38 How many agents can scheduling be done for? a Up to 5000 agents at a time 39 Can you undo a schedule deletion? a No 40 What does Workforce Management forecasting and scheduling support? Choose one or more answers a Inbound Voice b Chat c Callbacks d Email e Message Media Types for ACD Routing 41 Does the Maximum Occupancy % for Deferred Work setting apply to agents who only take calls? a No 42 What is Shrinkage? a The percentage of time that agents are scheduled to work but are unavailable to handle customer interactions due to factors like break, meal, training, meetings or absenteeism. 43 Can the system automatically approve a shift trade? a Yes 44 What are the Agent Matching Criteria Requirements for shift trades? Choose one or more answers a Same queue memberships b Same Languages c Same skills d Agents must be able to handle the same planning group 45 What does an 80/20 service level mean? a Agents answer 80% of the calls in 20 seconds 46 What is a Route Path? a A combination of attributes on an interaction including the Queue, Media Type, Language and Skillset. 47 What are Planning Groups? a Planning groups allow organizations to group forecasts and schedule workload in a more simplified way 48 What is a best practice when configuring Planning Groups? a Create combinations only when agents can handle the full combination that you include in the planning group 49 Contiguous (uninterrupted) time affects schedules by making sure: a That agents do not work too long without getting a break 50 What are the high-level steps of creating a work plan? Choose one or more answers a Add a workplan b Set up the work plan's weekly configuration c Add activities to the shift d Add agents to the work plan e Validate and save the work plan 51 What four tabs for configuring the different constraints does the Edit Work Plan Details dialog box have? Choose one or more answers a Weekly Constraints b Weekend Constraints c Planning Period Constraints d General Constraints 52 What is Daily Paid Time Divisible By? a The number of minutes that paid time gets incremented by when the flexible time option located in the Weekly Constraints tab is used 53 What is Minimum Time Between Shift Starts? a The amount of time between shift start times of two consecutive working days 54 Do break-related activities count as paid time? a YES 55 Can Agents belong to more than one work plan at a time? a NO 56 Can Genesys Cloud check for any issues or errors in work plans? a YES 57 What do Scheduled callbacks, non-scheduled callbacks, and ACD voicemail media types appear as in forecasts and schedules? a They all appear as callbacks 58 What is included in the Short-term forecast data? a Offered and Average Handle Time 59 What forecast method allows you to select the number of weeks? a Automatic Best Method Selection 60 What are the four forecast creation methods? Choose one or more answers a Automatic best method b Weighted Historical Index c Weighted Historical Index with Source Data Import d Import Forecast 61 What is the Weighted Historical Index method? a To create the forecast using previously captured historical Genesys Cloud data and specifying a historical index weighting 62 What is Weighted Historical Index with Source Data Import method? a To create the forecast using previously captured Genesys Cloud data and by importing that source data 63 What is the Automatic best method? a The automatic best method selection forecasting method uses best practices, outlier detection, mathematical fixes for missing data, and advanced time-series forecasting techniques to develop individual forecasts with the lowest possible error 64 How many source days does the system allow for importing data? a Up to 8 days 65 When you export a short-term forecast, Workforce Management downloads the information in: a CSV format 66 What must you select to generate a load-based schedule? a A short-term forecast 67 Can more than one shift be swapped between two agents? a YES 68 The option to swap all shifts between two agents is only available in: a View by Week mode of the schedule. 69 What state does Genesys Cloud place each time-off request in until the manager approves or denies the request? a Pending state 70 For each agent, the system retains and shows a maximum of the last: Choose one or more answers a 50 pending requests b 150 approved requests c 30 denied requests d 20 canceled requests 71 Can Admins cancel a time-off request? a No, only an agent can cancel a time off request 72 When does the Show Time Off Request Differences icon appear at the top of the schedule? Choose one or more answers a When scheduled time off activities for an agent differ from time off requests to which they are associated, b If the time off does not have a matching time off request 73 What is Real-time Adherence? a A common contact center metric that compares agents' current status against their scheduled activity 74 Can you pin Agents at the top of the adherence list? a YES 75 What is Historical Adherence? a The ability to see how well agents have followed their schedules in the past. 76 What historical statistics about Agents does Genesys Cloud collect? Choose one or more answers a What historical statistics about Agents does Genesys Cloud collect? b Adherence c Conformance d Exceptions e Exception duration f Impact of adherence to the organization 77 What is Intraday Monitoring? a Enables you to see the differences between what was initially forecasted and what actually occurs in real time for the current day 78 You can view intraday data by: Choose one or more answers a Queue b Media Type c Date 79 What metrics are displayed in the intraday monitoring view? Choose one or more answers a Service Level b Offered c Answered d Abandoned e Average Handle Time f Agents 80 What can Agents access in the Agent Dashboard? Choose one or more answers a Create and view time off requests b See if they are out of adherence to the schedule 81 Where can Agents view their schedule? a Performance > Overview > Agent > Schedule tab OR Performance > My Performance > Schedule 82 The Time Off Request feature enables agents to: Choose one or more answers a Submit a time off request b View your approved and pending time off requests c Cancel eligible time off requests. 83 What happens if a full or partial day time off request overlaps with another full or partial day time off request? a The system returns an error message and will not process the current request. 84 What is summarized in the Time Off Requests pane? Choose one or more answers a Pending Requests b Time Off Scheduled For Current Week c Upcoming Requests

Genesys Cloud Workforce Management Study Guide "Quiz"

Test

À propos de cette activité

Créé par

Téléchargez la version pour jouer sur papier

Top Jeux

Test

Spanish Alphabet Listening

Test

Practice Quiz - Punnett Square, Variation, and Mutations

Test

Tissues - Practice Quiz

Test

UPS 5 Seeing Habits Quiz

Test

Photosynthesis vs Cellular Respiration - Practice Quiz

Genesys Cloud Workforce Management Study Guide "Quiz"Version en ligne

par Edgar Garcia

What are the matching criteria requirements for shift swap requests?

Management units allow you to:

When should you create a Management Unit?

What are the default activity codes?

What are Work Plans?

What is a short-term forecast?

Genesys Cloud Workforce Management permissions for agents allow them to:

Can you change the start day of the week after you create the business unit?

Can you add or delete default activity codes?

What is Maximum Occupancy % for Deferred Work?

What is the Time-off Submission Range Constraint?

What constraints are included in the shift trade rules?

What are the service goal options?

To achieve service level goals, a contact center should be able to:

What is The Maximum Shift Start Time Variance?

If you recently added an agent to a queue, you may be unable to create a valid work plan that uses the agent or queue for:

How many weeks can you forecast for Automatic Best Method Selection?

What are the two ways you can create a schedule?

How many schedules can you generate at a time per Management Unit?

How long does a load-based schedule take to generate?

What are the different statuses for load-based generated schedules?

Does the Time Off Synchronization fix happen automatically?

Can agents edit a time-off request after its been created?

What are the four primary activities of Workforce Management?

Business units allow you to:

Can service goals be used to apply goals to queues?

How many business units can a single organization contain?

Business Units can contain:

How many agents can a Business Unit contain?

What is configured at the Business Unit level?

How many Management Units can a Business Unit include?

How many agents can a Management Unit contain?

Can Management Units have duplicate names?

For a single Management Unit, Genesys Cloud supports a maximum of:

How many activity codes can you add to a business unit?

What are activity codes used to measure and manage?

What is the max time a schedule can run for?

How many agents can scheduling be done for?

Can you undo a schedule deletion?

What does Workforce Management forecasting and scheduling support?

Does the Maximum Occupancy % for Deferred Work setting apply to agents who only take calls?

What is Shrinkage?

Can the system automatically approve a shift trade?

What are the Agent Matching Criteria Requirements for shift trades?

What does an 80/20 service level mean?

What is a Route Path?

What are Planning Groups?

What is a best practice when configuring Planning Groups?

Contiguous (uninterrupted) time affects schedules by making sure:

What are the high-level steps of creating a work plan?

What four tabs for configuring the different constraints does the Edit Work Plan Details dialog box have?

What is Daily Paid Time Divisible By?

What is Minimum Time Between Shift Starts?

Do break-related activities count as paid time?

Can Agents belong to more than one work plan at a time?

Can Genesys Cloud check for any issues or errors in work plans?

What do Scheduled callbacks, non-scheduled callbacks, and ACD voicemail media types appear as in forecasts and schedules?

What is included in the Short-term forecast data?

What forecast method allows you to select the number of weeks?

What are the four forecast creation methods?

What is the Weighted Historical Index method?

What is Weighted Historical Index with Source Data Import method?