Shift Trading and Management Units Quiz

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Questions and Answers

What does shift trading enhance for agents?

Team communication
Workload management
Client interaction
Flexibility (correct)

Shift trade requests can only be approved if they fall within specific language criteria.

True (A)

What must you do after configuring the settings for a Management Unit?

Click Save

Shift trading can require either __________ approval or can be queued for review.

automatic Signup and view all the answers

Match the following shift trade rules with their descriptions:

Unequal Paid Hours = Payment discrepancies between trades One-Sided Trades = Only one agent benefits from a trade Minimum Weekly Paid Time = Minimum hours agents must work weekly Maximum Weekly Paid Time = Maximum hours agents can work weekly Signup and view all the answers

What is the maximum number of Management Units that can be created per organization?

500 (D) Signup and view all the answers

A manager can configure a Management Unit without the required permissions.

False (B) Signup and view all the answers

What are the five main configuration tabs available when adding a Management Unit?

General, Scheduling, Adherence, Time-Off Requests, Shift Trades Signup and view all the answers

The maximum number of agents that can be assigned to a Management Unit is ______.

1500 Signup and view all the answers

Which tab would you use to monitor if agents are working during their scheduled times?

Adherence (C) Signup and view all the answers

Match the Management Unit configuration tabs with their functions:

General = Enter Management Unit Name and Division Scheduling = Set occupancy % for deferred work Adherence = Monitor agent schedule adherence Time-Off Requests = Configure request submission ranges Signup and view all the answers

What is the default division assigned when creating a new Management Unit?

Home (B) Signup and view all the answers

The shrinkage calculation is used to account for the time agents are not actively engaged in ______.

interactions Signup and view all the answers

Flashcards

Management Units

Groups of agents within Workforce Management that allow for the creation of tailored scheduling rules and settings.

Maximum Occupancy % for Deferred Work

A specific setting within a Management Unit that allows agents to work on tasks other than their primary duty (e.g., calls), but with a limit on the percentage of time spent on these tasks.

Advanced Shrinkage

The percentage of time that agents are not actively involved in primary interactions (e.g., calls), and can include breaks, meetings, and other non-productive time.