Podcast
Questions and Answers
What is the first step in generating a new schedule?
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.
Only one schedule can be generated per business unit at a time.
True (A)
What must be specified after clicking the Generate Schedule button?
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.
The generated schedule must be ______ to make it visible to agents.
Which option should be selected under the Scheduling Method to create a blank schedule?
Which option should be selected under the Scheduling Method to create a blank schedule?
Match the schedule generation processes with their corresponding descriptions:
Match the schedule generation processes with their corresponding descriptions:
Activity counts across agents can be viewed after generating a schedule.
Activity counts across agents can be viewed after generating a schedule.
What information should be reviewed after generating a forecast-based schedule?
What information should be reviewed after generating a forecast-based schedule?
Which method of scheduling is used when no forecast is available?
Which method of scheduling is used when no forecast is available?
A default view of the schedule opens to the first day of the week.
A default view of the schedule opens to the first day of the week.
What is the primary purpose of creating a forecast-based schedule for MehGivePlus?
What is the primary purpose of creating a forecast-based schedule for MehGivePlus?
A __________ schedule provides flexibility for administrators to manually add agents and shifts.
A __________ schedule provides flexibility for administrators to manually add agents and shifts.
What is the highest priority message type in schedule generation warnings?
What is the highest priority message type in schedule generation warnings?
Match the scheduling methods with their descriptions:
Match the scheduling methods with their descriptions:
Adding the 'Workforce Management > Agent Schedule > Utilize Load Based' permission allows agents to appear instantly in schedules.
Adding the 'Workforce Management > Agent Schedule > Utilize Load Based' permission allows agents to appear instantly in schedules.
What is one key benefit of optimizing workforce deployment?
What is one key benefit of optimizing workforce deployment?
Nearly 50% of the Workforce Management configurations for MehGivePlus have been completed.
Nearly 50% of the Workforce Management configurations for MehGivePlus have been completed.
What is the function of the 'Sync Agents' option in Genesys Cloud?
What is the function of the 'Sync Agents' option in Genesys Cloud?
The action to verify if time-off requests affect the schedule before publishing is called ______.
The action to verify if time-off requests affect the schedule before publishing is called ______.
What is the first step in creating a blank schedule in Genesys Cloud?
What is the first step in creating a blank schedule in Genesys Cloud?
Match the following types of messages to their priority level.
Match the following types of messages to their priority level.
Which action should a supervisor take to assign a meeting to multiple agents?
Which action should a supervisor take to assign a meeting to multiple agents?
Time-off requests can typically be approved after a schedule has been published.
Time-off requests can typically be approved after a schedule has been published.
What should a supervisor do if the 'Utilize Load Based' permission was added within the last 4 hours?
What should a supervisor do if the 'Utilize Load Based' permission was added within the last 4 hours?
What must be ensured about activities during the rescheduling process?
What must be ensured about activities during the rescheduling process?
Only agents originally part of the work plan can be rescheduled.
Only agents originally part of the work plan can be rescheduled.
What feature allows agents to trade complete shifts with one another?
What feature allows agents to trade complete shifts with one another?
The ____ feature allows agents to exchange shifts with suitably qualified colleagues.
The ____ feature allows agents to exchange shifts with suitably qualified colleagues.
Match the following actions with their corresponding details:
Match the following actions with their corresponding details:
What indicates that the rescheduling process has been successfully completed?
What indicates that the rescheduling process has been successfully completed?
Shift trades can only be requested by administrators.
Shift trades can only be requested by administrators.
Where can the Audit Log Viewer be accessed from?
Where can the Audit Log Viewer be accessed from?
Which of the following actions can be performed in activity management?
Which of the following actions can be performed in activity management?
It is possible to swap shifts between agents in the schedule management features.
It is possible to swap shifts between agents in the schedule management features.
What key shortcuts are used to undo and redo changes in the schedule editor on a Windows computer?
What key shortcuts are used to undo and redo changes in the schedule editor on a Windows computer?
To view the schedule by a specific __________, users can select the view option in the schedule editor.
To view the schedule by a specific __________, users can select the view option in the schedule editor.
Match the following schedule management actions with their descriptions:
Match the following schedule management actions with their descriptions:
Which of the following can be reviewed in the adherence information within the schedule editor?
Which of the following can be reviewed in the adherence information within the schedule editor?
After saving a schedule, changes cannot be undone.
After saving a schedule, changes cannot be undone.
What is one purpose of initiating an intraday reschedule?
What is one purpose of initiating an intraday reschedule?
Flashcards
Forecast-based schedule
Forecast-based schedule
A schedule generated based on demand projections, helping ensure efficient agent utilization.
4-week schedule
4-week schedule
A schedule for a 4-week period, assigning working hours to all agents weekly.
Load-based scheduling
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
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.
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Blank schedule
Blank schedule
A blank schedule provides flexibility for administrators to manually add agents and configure their schedules based on specific business requirements.
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Select Management Unit
Select Management Unit
The process of defining the operational unit for which scheduling is being done.
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Current day view
Current day view
The screen that shows the current day's schedule when you access the Workforce Management Schedules page.
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Generate schedules
Generate schedules
The process of creating a 4-week schedule based on forecast data to determine staffing needs and optimize agent deployment.
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Forecast-Based Schedule Generation
Forecast-Based Schedule Generation
A scheduling method in Genesys Cloud that uses forecast data to create weekly schedules that optimize service performance and efficiency.
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One Schedule per Business Unit
One Schedule per Business Unit
A key constraint for forecast-based schedule generation: only one schedule can be generated per business unit at a time.
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Last Scheduling Attempts
Last Scheduling Attempts
A section on the Schedules page in Genesys Cloud that displays the most recent schedule generation attempts.
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Maximum Number of Weeks
Maximum Number of Weeks
A schedule configuration option where you can set the maximum number of weeks for which the schedule will be valid.
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Schedule Start Week
Schedule Start Week
A schedule attribute that specifies the starting week for which the schedule will be applied.
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Schedule Length
Schedule Length
A schedule attribute that specifies the duration of the schedule in weeks.
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Publish Schedule
Publish Schedule
The process of making a schedule visible to agents and allowing them to view their assigned shifts.
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Error Message
Error Message
The highest priority schedule generation message, requiring immediate resolution before proceeding.
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Warning Message
Warning Message
A schedule generation message indicating potential issues, needing review and likely action.
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Information Message
Information Message
A schedule generation message providing information for reference but not requiring immediate action.
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Permission
Permission
The process of granting specific access to perform actions within Genesys Cloud, affecting schedule generation.
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Adding Activities
Adding Activities
The action of adding scheduled events like meetings or training sessions to agents' schedules.
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Swapping Shifts
Swapping Shifts
The process of swapping shifts between two agents in a schedule, accommodating unexpected changes.
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Handling Time-Off Requests
Handling Time-Off Requests
The process of managing and approving time-off requests after a schedule is published, ensuring coverage.
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Show Time Off Requested Differences
Show Time Off Requested Differences
The ability to view the potential impact of approved time-off requests on the published schedule.
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Intraday Reschedule
Intraday Reschedule
Adjusting the schedule to account for changes in the forecast, such as increased call volume or agent availability.
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Schedule Display Options
Schedule Display Options
The ability to change how the schedule is displayed, such as by day, week, or date range.
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Team and Unit Selection
Team and Unit Selection
The option to filter schedules by specific work groups or teams.
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Summary and Count Review
Summary and Count Review
A feature allowing you to see a summary of scheduled and forecast counts, activity counts, and daily summaries.
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Adherence Information
Adherence Information
The feature to view adherence details directly within the schedule editor, such as agent adherence to their scheduled shifts.
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Agent Information: Paid Hours
Agent Information: Paid Hours
Viewing daily and weekly paid hours for each agent, which helps with payroll and workforce planning.
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Copying a Schedule
Copying a Schedule
The ability to copy an existing schedule to create a new one with personalized details.
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Deleting a Schedule
Deleting a Schedule
Removing a schedule permanently from the system, either published or unpublished.
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Swap Shift
Swap Shift
A feature allowing agents to exchange shifts with eligible colleagues directly through the Schedule Editor.
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Automatic Review Mode (Shift Trades)
Automatic Review Mode (Shift Trades)
This mode allows admins to approve or deny shift trade requests automatically, sending notifications to involved agents.
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Review Queue
Review Queue
Shift trade requests that need administrator review appear here in the Shift Trades view.
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Minimum Time Between Trade Approval and Shift Start
Minimum Time Between Trade Approval and Shift Start
Administrators can set a minimum timeframe between shift trade approval and the shift's start time.
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Reschedule (Workforce Management)
Reschedule (Workforce Management)
The option in the Schedule Editor to reschedule existing shifts for agents, while adding new agents to the schedule.
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Progress Bar in Reschedule
Progress Bar in Reschedule
During the Reschedule process, a red progress bar indicates activity and turns green upon completion.
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Configuring Reschedule Settings
Configuring Reschedule Settings
In the Reschedule Wizard, you must configure start and end dates for the reschedule process.
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Minimum Time for New Activities in Reschedule
Minimum Time for New Activities in Reschedule
When rescheduling, new activities must start at least two hours from the current time.
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