6.6
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Questions and Answers

Which option allows agents to trade shifts directly with the system?

  • System-enabled trade feature (correct)
  • Exclusive trade requests for colleagues
  • Manual shift assignment
  • Toggling the Business Units feature

    • What is a function of the Shift Trades dashboard?

  • To automatically approve all shift trade requests
  • To provide live viewing capabilities for all agents
  • To manage agent workload distributions
  • To monitor submitted, approved, and denied requests (correct)

    • What is recommended to improve operational efficiency in shift trading?

  • Implement lengthy approval processes
  • Limit trade requests to only senior agents
  • Enable manual reviews for each request
  • Set clear constraints for matching criteria (correct)

    • How can administrators increase efficiency in shift trade approvals?

    <p>Enable auto-review for qualifying requests (D)</p> Signup and view all the answers

    What aspect of shift trading does the conclusion emphasize?

    <p>Operational stability and agent work-life balance (B)</p> Signup and view all the answers

    What is one of the key features of shift trading in Genesys Cloud?

    <p>Agents can trade shifts with any agents. (D)</p> Signup and view all the answers

    What is required for a supervisor to manage shift trading?

    <p>Workforce Management &gt; Alternative Shifts &gt; Edit (C)</p> Signup and view all the answers

    Which of the following is NOT a step to enable shift trading?

    <p>Disable Direct Trade Requests (D)</p> Signup and view all the answers

    What criteria must be met for agents to effectively trade shifts?

    <p>Agents must have the same queue memberships. (D)</p> Signup and view all the answers

    Which aspect of shift trading enhances agent flexibility?

    <p>Ability to trade shifts with any agents. (B)</p> Signup and view all the answers

    What can administrators configure in relation to shift trading?

    <p>The eligibility criteria for shifts trades. (D)</p> Signup and view all the answers

    What is the primary purpose of shift trade rules?

    <p>To ensure fairness and compliance in shift trading. (B)</p> Signup and view all the answers

    Under what time frame can agents trade future shifts?

    <p>Within a six-week window. (A)</p> Signup and view all the answers

    Flashcards

    Trade Shifts with a Specific Agent

    Allows agents to swap shifts with a specific colleague, providing flexibility and control.

    Trade Shifts with the System

    Enables agents to trade shifts directly with the system for short-notice changes or conflicts, allowing for quick adjustments.

    Shift Trades Dashboard

    A central location for administrators to monitor and manage shift trade requests, providing insights into activity and trends.

    Set Clear Constraints

    Setting clear parameters for shift trades helps ensure operational efficiency and minimizes disruptions.

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    Enable Auto-Review

    Automating approvals for shift trade requests that meet predefined rules saves time and resources.

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    Shift Trading

    A feature that allows agents to exchange work shifts with other agents, enhancing flexibility and work-life balance while ensuring operational needs are met.

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    Direct Trade Requests

    The ability for agents to trade shifts with chosen individuals, offering more targeted flexibility.

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    Shift Trade Constraints

    Conditions set to ensure fairness and operational efficiency during shift trades, such as matching agent skills and queue memberships.

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    Trade Shifts with Anyone

    The ability to swap shifts with any available agent within a defined time window, promoting a more open and flexible trading environment.

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    Automatic Review

    A setting that allows the system to automatically approve shift trades that meet the established constraints, streamlining the process.

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    Shift Trading Permissions

    Permissions required for supervisors to manage and oversee shift trading features.

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    Shift Trade Rules

    Guidelines that define permissible shift trades and ensure compliance with policies.

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    Shift Trades Tab

    This tab found in Management Units allows administrators to configure and enable shift trading within specific units.

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