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Which of the following forecasts are staffing forecasts?

Choose 2 answers

A.

Average Handling Time Forecast

B.

Calculated Forecast

C.

Required Forecast

D.

Manually Interaction Volume Forecast

E.

Service Level Forecast

In the Schedule state Groups module of WFM Config utility) what does "Threshold" Indicate?

A.

How many minutes early or late an agent can transfer to a scheduled state without being considered nonadherent

B.

How many seconds early or late an agent can transfer to a scheduled state without being considered nonadherent

C.

How many minutes early or late an agent can transfer to a scheduled state without being considered adherent

Agent's Skills are added, modified or removed in which Genesys application?

A.

CC Pulse

B.

WFM web

C.

SCI

D.

Genesys Administrator

When a call arrives on a Routing Point and needs to be delivered to an Agent with a specific skill, which Genesys Solution actually decides who will receive the call?

A.

Workforce Management

B.

Outbound Contact

C.

Universal Routing

D.

Solution Reporting

How are agents linked to activities?

A.

As a member of a special Agent Group defined on a Activity

B.

By defining a skill and level on an Activity

C.

Manually in WFM configuration utility

D.

Manually in Genesys Administrator

What functions can you perform for a business unit?

Choose 3 answers

A.

Recreate Multisite Activity

B.

Create Overlays

C.

Split Interaction volume Forecast

D.

Split workforce Forecast

E.

Split Contracts and/or Shifts

Which of the following are examples of Schedule States that can be used when setting up Schedule State Groups?

A.

Adherent, Non-Adherent

B.

Call inbound, NotReadyforNextCall, CallOutbound

C.

DN Groups. Agent Groups. Race Groups

D.

Exceptions, Meals, Time OffTypes, Activities

Which of the following access rights can be configured in WFM Configuration utility?

Choose 4 answers

A.

Access to Agent Groups

B.

Access to Teams

C.

Agent access to WFM Web for Agents

D.

Access to WFM reports

E.

Access to Master Schedule

F.

Publish Forecast

An Agent using WFM Web for Agents can propose a trade to which of the following? \

Choose 3 answers

A.

To a specific Agent

B.

To a community where community are all Agents in the same Team

C.

To a community where community are all Agents in an entire Organization

D.

To a community where community are all Agents on the same site

E.

To a community where community are all Agents in a Configured Agent Group

If S9t to 'True', which Calendar Service option resolves the Start/End times when a user adds a Full-Day Time Off with Start/End times not specified?

A.

DetermineFull Day TimeoffStartEndPaidHours

B.

MaxAuditReports

C.

HideMessagesforNotWorkingAgents

D.

Need another incorrect option