Historical Reports
WFM Reporting
Call Handling
Real time Reports
WFM for Supervisors
100
what does the acronym OOB stand for?
Out of box
reports that are available in GI2
100
_______________ is the level at which you would like to see the data
Granularity
100
What mode are you in when you are only able to monitor the current call?
Current Voice Interaction
100
What is Genesys Pulse used to view?
Realtime data
100
True or False?
A T/L is able to adjust an agent’s schedule in Genesys WFM tool after the schedule is published
False
NST will be solely responsible
200
A report can be exported in how many formats?
5
PDF, Excel (.xlsx), Excel (.xls),
CSV archive, and Text
200
Generated reports only contain reports generated by what?
Report scheduler
200
True or False?
you can set up favourites of agents and queues for easy finding when monitoring.
True
200
Widgets are contained in _______
Dashboards (tabs)
200
In WFM under the Master Schedule tab you can see how many types of schedule views?
6
Coverage, Weekly, Intraday, Agent Extended, Summary, State Group Totals
300
What does GI2 stand for?
Genesys Interactive Insights
300
True or false?
A T/L will be able to view an agent’s short term historical data just as they did in
Impact 360
False
WFM reporting provides historical (previous day & beyond) and Realtime only.
300
What does this “eye” icon mean
The “eye” icon in the toolbar indicates that the interaction is being monitored.
300
At what time daily will most real-time stats reset?
Midnight
300
From WFM home screen what heading do you click to see your team's schedule
Master Schedule Intra-Day under SCHEDULE.
400
There are _____________ ways to schedule a historical report?
Two
from the actions menu or directly from the report
400
In WFM Reporting tool how many categories are reports available in?
8
Policy, Configuration, Calendar,
Forecast, Performance, Schedule, Adherence, Audit
400
True or false?
A T/L can change an agent from ready to NR5 not ready state (coaching or feedback)
False
an agent can only be put in a generic not ready by the T/L
400
In Genesys Pulse there are how many pre-configured dashboards?
5
Intraday view, Front Line Leader view, Manager view, Regional view, National view
400
True or False
T/Ls are able to approve and adjust retroactive adherence adjustments
False
NST will determine if the adjustment can be made based on their parameters
500
How can a saved report be viewed?
Summary (chart view)
Main (list view)
description (table view)
500
In WFM there are two ways to view data
Performance view and Reports view
500
What view lets you view and control the ready state and logged in state of all agents that you manage?
My agents
500
What widget and metrics can be found on the front line leader dashboard?
Agent State Details, Agent Details, Team Summary, Queue Group Summary Graphical, Queue KPIs, Queue Group Summary
500
Once an agent's leave request has been granted or scheduled can they amend or delete the request?
No, the T/L would have to amend or delete on behalf of the agent