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Genesys GE0-806 Dumps

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Total 85 questions
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Genesys Certified Professional 8 System Consultant, Genesys Workforce Management (GCP8 - CWFM) Questions and Answers

Question 1

Assuming you need to schedule meetings for all staff in your contact center within one day. In order to minimize impact on coverage, meetings can be run in maximum three sessions. Is it possible to configure such a meeting in WFM to be scheduled automatically?

Options:

A.

Yes- using Multiple Groups functionality

B.

Yes, using regular meeting functionality

C.

No, it cannot be done without manual intervention of the supervisor

D.

No, it cannot be done at all

Question 2

What does synchronization of daily schedules mean?

Options:

A.

All Agents in a team start a shift within specified threshold

B.

All Agents in a team receive lunch at the same time

C.

All shifts in a schedule scenario are automatically synchronized with shifts in Master schedule

D.

Every Agent starts a shift within a specified threshold for a specific period

Question 3

Which WFM Server can be set up to act as a Locator?

Options:

A.

WFM Server

B.

Only the Primary WFM server

C.

Only the Master WFM server

D.

Only the Back up WFM Server

Question 4

Defer to the figure shown: A Supervisor has access rights assigned as shown in the image, at the same levels across all sites Can she adjust security assignments for other Supervisors?

Options:

A.

Yes

B.

No

C.

Only for the same site

D.

Cannot tell from image, ability depends on her security role

Question 5

You are configuring an Event, in building a forecast for a particular period, which of the following should you select to ignore volume and AHT?

Options:

A.

Attribute Property

B.

Disregard Historical Data

C.

Overlap Template

D.

Activity

Question 6

Which set of factors would provide the basis for an optimal staffing calculation?

Options:

A.

Actual ASA, coverage and maximum occupancy

B.

Actual interaction volume, actual AHT and indirectly occupied time

C.

Actual interaction volume, actual AHT, and the service objectives

D.

Predicted interaction volume potential AHT and minimum occupancy

Question 7

An Agent requests a Specific shift using WFM web for Agents. Immediately after the request is sent the actual status reads "Not scheduled". What does this mean?

Options:

A.

The request is granted, but the Agent has to wait until a schedule will be created

B.

The request is granted, but the Agent has to wait until a schedule will be published

C.

The request is declined because a schedule is not published for the requested day(s)

D.

The request is declined because a schedule is already published

Question 8

Which of the following WFM reports is designed to show the total amount of time an agent, team or site has spent in various states?

Options:

A.

Schedule States Report

B.

Activity weekly Schedule Report

C.

Schedule Summary Report

D.

Schedule State Totals Report

Question 9

A Rotating Pattern can be assigned to which of the following?

Choose 2 answers

Options:

A.

An Agent

B.

A Team

C.

An Activity

D.

A Site

E.

A Business Unit

Question 10

Which of the following is required to connect the WFM Server to the WFM Database?

Options:

A.

DB Server

B.

WFM Data Aggregator

C.

Stat Server

D.

Database Access Point

Question 11

Which option specifies the amount of time, in seconds, between updates to the real-time agent adherence data displayed in WFM Web?

Options:

A.

Adherence section > Refresh Interval

B.

Adherence section >RefreshRate

C.

Adherence section > Refresh Time

Question 12

What are the possible actions one can take in order to avoid an Agent available in WFM Configuration Utility to be scheduled at all during the next schedule period?

Choose 3 answers

Options:

A.

Change the skill levels in WFM Configuration Utility

B.

Disable Skills in WFM Configuration Utility

C.

Remove the Login ID in Genesys Administrator

D.

Adjust the Hiring/Termination date in WFM configuration utility

E.

Grant the agent an exception in the Calendar

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Total 85 questions
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