Chapter 5 WFM

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What is the first step in generating a new schedule?

Save and Publish
Click Generate (correct)
Add Schedule Details
Set Schedule Parameters

Only one schedule can be generated per business unit at a time.

True (A)

What must be specified after clicking the Generate Schedule button?

Schedule start week and schedule length

The generated schedule must be ______ to make it visible to agents.

Published Signup and view all the answers

Which option should be selected under the Scheduling Method to create a blank schedule?

Create Blank Schedule (C) Signup and view all the answers

Match the schedule generation processes with their corresponding descriptions:

Blank Schedule = Relies on manual input for configuration Forecast-Based Schedule = Uses forecast data for optimization Publishing = Makes schedule visible to agents Setting Parameters = Defines schedule start and length Signup and view all the answers

Activity counts across agents can be viewed after generating a schedule.

True (A) Signup and view all the answers

What information should be reviewed after generating a forecast-based schedule?

Agents' hours assigned and coverage alignment with forecasted needs Signup and view all the answers

Which method of scheduling is used when no forecast is available?

Expected Shift Patterns (B) Signup and view all the answers

A default view of the schedule opens to the first day of the week.

False (B) Signup and view all the answers

What is the primary purpose of creating a forecast-based schedule for MehGivePlus?

To ensure efficient agent utilization. Signup and view all the answers

A __________ schedule provides flexibility for administrators to manually add agents and shifts.

blank Signup and view all the answers

What is the highest priority message type in schedule generation warnings?

Error (D) Signup and view all the answers

Match the scheduling methods with their descriptions:

Load-Based Scheduling = Uses forecasted needs and constraints from work plans Expected Shift Patterns = Optimizes shifts when no forecast is available Blank Schedules = Allows for manual additions of agents and shifts Forecast-Based Scheduling = Generates schedules using forecast data Signup and view all the answers

Adding the 'Workforce Management > Agent Schedule > Utilize Load Based' permission allows agents to appear instantly in schedules.

False (B) Signup and view all the answers

What is one key benefit of optimizing workforce deployment?

Alignment of resources with demand (A) Signup and view all the answers

Nearly 50% of the Workforce Management configurations for MehGivePlus have been completed.

True (A) Signup and view all the answers

What is the function of the 'Sync Agents' option in Genesys Cloud?

To provide quicker updates to the agent schedules. Signup and view all the answers

The action to verify if time-off requests affect the schedule before publishing is called ______.

Show Time Off Requested Differences Signup and view all the answers

What is the first step in creating a blank schedule in Genesys Cloud?

Access the Schedules Page Signup and view all the answers

Match the following types of messages to their priority level.

Error = Highest priority Warning = Medium priority Information = Lowest priority Signup and view all the answers

Which action should a supervisor take to assign a meeting to multiple agents?

Copy Activity to Agents (C) Signup and view all the answers

Time-off requests can typically be approved after a schedule has been published.

False (B) Signup and view all the answers

What should a supervisor do if the 'Utilize Load Based' permission was added within the last 4 hours?

Click 'Sync Changes' on the Agents List page. Signup and view all the answers

What must be ensured about activities during the rescheduling process?

They must start at least two hours from the current time. (C) Signup and view all the answers

Only agents originally part of the work plan can be rescheduled.

False (B) Signup and view all the answers

What feature allows agents to trade complete shifts with one another?

Shift Trades Signup and view all the answers

The ____ feature allows agents to exchange shifts with suitably qualified colleagues.

Swap Shift Signup and view all the answers

Match the following actions with their corresponding details:

Export Scheduled and Forecast = Includes scheduled data, forecast with and without shrinkage Audit Log Viewer = Tracks saved changes like added or deleted schedules Shift Trades = Enables agents to trade shifts Swap Shift = Allows exchanging shifts between agents directly Signup and view all the answers

What indicates that the rescheduling process has been successfully completed?

The green bar (C) Signup and view all the answers

Shift trades can only be requested by administrators.

False (B) Signup and view all the answers

Where can the Audit Log Viewer be accessed from?

Admin page footer or Admin > Troubleshooting > Audit Viewer Signup and view all the answers

Which of the following actions can be performed in activity management?

Adjust the duration of activities within a shift (C) Signup and view all the answers

It is possible to swap shifts between agents in the schedule management features.

True (A) Signup and view all the answers

What key shortcuts are used to undo and redo changes in the schedule editor on a Windows computer?

Ctrl + Z for undo, Ctrl + Y for redo Signup and view all the answers

To view the schedule by a specific __________, users can select the view option in the schedule editor.

date range Signup and view all the answers

Match the following schedule management actions with their descriptions:

Copy a Schedule = Create a duplicate of an existing schedule Delete a Schedule = Remove a published or unpublished schedule Undo Changes = Revert the last unsaved action taken Initiate an Intraday Reschedule = Reoptimizes shift start and activity times Signup and view all the answers

Which of the following can be reviewed in the adherence information within the schedule editor?

Adherence details (B) Signup and view all the answers

After saving a schedule, changes cannot be undone.

True (A) Signup and view all the answers

What is one purpose of initiating an intraday reschedule?

To reoptimize shift start times, lengths, and activity start times Signup and view all the answers

Forecast-based schedule

A schedule generated based on demand projections, helping ensure efficient agent utilization.

4-week schedule

A schedule for a 4-week period, assigning working hours to all agents weekly.

Load-based scheduling

A scheduling approach where the system uses demand projections to determine the optimal number of agents needed based on anticipated workload.

Expected shift patterns

A scheduling method used when no forecast is available, where the system creates shifts based on preset time spans and start times.