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

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:

Attribute Property

Disregard Historical Data

Overlap Template

Activity

Question 6

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

Options:

Actual ASA, coverage and maximum occupancy

Actual interaction volume, actual AHT and indirectly occupied time

Actual interaction volume, actual AHT, and the service objectives

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:

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

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

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

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?

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

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