PureCloud Contact Center CH 7 WFM

Question 1

Workforce Management

Answer 1

A workforce management strategy typically includes scheduling, forecasting, skills management, timekeeping and attendance, intraday management, and employee empowerment. Require CX 3 license to use most WFM feature.

Question 2

Business Unit

Answer 2

Business units enable customers to organize their agents and leverage permissions to meet business needs

Question 3

Management Unit

Answer 3

Management units organize agents with common planning period settings, adherence rules, time-off rules, and shift-trading rules. Organize agents into groups based on the types of rules for management.

Question 4

Service goal templates

Answer 4

Templates that you can set up to describe your organization’s service goals. Assign these templates to one or more planning groups.

Question 5

Planning Groups

Answer 5

Planning groups are used to associate a queue, media type, language and skill-set combinations to a service goal template and to a business unit. Used for forecasting and scheduling.

Question 6

Work Plan

Answer 6

Describe weekly, weekend, planning period, general, and day-level scheduling constraints.

Question 7

Schedules

Answer 7

Generate Load Base Schedule: Generate a load based schedule that determine the best forecast

Blank Schedule: Admin add agent to shift

Question 8

Real Time Adherence

Answer 8

Real-time adherence is a common contact center metric that compares agents’ current status against their scheduled work time.

Question 9

Intraday Monitoring

Answer 9

Intraday monitoring enables you to see the differences between what was originally forecast and what actually occurs in real-time for the current day.

Question 10

Forecast

Answer 10

Forecasts help you plan how many interactions to expect in future weeks. Forecast data includes such metrics as pattern, volume (interactions offered), and average handle time (composed of average talk time, average hold time, and average after call work time). These forecasts are visible in two views.

Question 11

Short Term Forecast

Answer 11

The short-term forecast view shows interval-level data for one week at a time for up to six weeks, depending on the length of the forecast, and can be used to generate schedules.

Question 12

Long Term Forecast

Answer 12

The long-term forecast view shows day- and week-level data for up to one year at a time, for up to two years depending on the length of the forecast