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GENESYS CLOUD WORKFORCE MANAGEMENT EXA M (ACTUAL
How many schedules can you generate at a time per Management Unit?You can only generate one schedule per Management Unit at a time
How long does a load-based schedule take to generate?may take 20 minutes or longer
What are the different statuses for load-based generated schedules?Completed, Canceled, Failed
Can more than one shift be swapped between two agents?Yes
The option to swap all shifts between two agents is only available in:
View by Week mode of the schedule.
What state does Genesys Cloud place each time-off request in until the manager approves or denies the request? 1 / 3
Pending state which does not affect a schedule
For each agent, the system retains and shows a maximum of the last:
- 50 pending requests
- 150 approved requests
- 30 denied requests
- 20 canceled requests
Can Admins cancel a time-off request?No, only an agent can cancel a time-off request. Administrators should deny the request to consider it canceled.
When does the Show Time Off Request Differences icon appear at the top of the schedule?When scheduled time off activities for an agent differ from time off requests to which they are associated, or if the time off does not have a matching time off request
Does the Time Off Synchronization fix happen automatically?Yes, when you select a line item
The scheduled time off activities shown in this dialog box: 2 / 3
either differ from the associated time off requests or do not have a backing time off request
What is Real-time Adherence?A common contact center metric that compares agents' current status against their scheduled activity
What charts are included in the real-time adherence page?Adherence, Impact, Scheduled Activities and Actual Activities
What types of adherence are there?In adherence, out of adherence, unscheduled, ignored, or unknown
How does Genesys Cloud measure schedule adherence?By taking the total time that an agent is available for interactions and dividing it by the time they are scheduled to work. This figure is expressed as a percentage.
Can you pin Agents at the top of the adherence list?Yes
What is Historical Adherence?
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