Question 1

Breaks and_____________ are created together?

AActivities

BContracts

CShifts

DSite/Team

Answer : C

Question 2

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?

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

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

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

DThe request is declined because a schedule is already published

Answer : B

Question 3

What task can using WFM Web for Supervisors allow you to do?

AAssign Agents into the teams

BApprove vacation

CCreate a Vacation rule

DAssign an Agent into Agent Group

Answer : D

http://docs.genesys.com/Documentation/WM/8.5.0/Admin/Scheduling

Question 4

Which statements are correct?

Choose 2 answers

AIt is possible to use a Meeting scheduler after a schedule has been published.

BIt is possible to create a schedule without a published forecast.

COnce a schedule is published there it is no longer possible to change it.

DIt is possible to remove single schedule Items from a schedule like Breaks, Trainings, etc., but it is not possible to remove multiple items at a time e.g. Meeting from all team members.

Answer : B, D

Question 5

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?

AYes- using Multiple Groups functionality

BYes, using regular meeting functionality

CNo, it cannot be done without manual intervention of the supervisor

DNo, it cannot be done at all