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Currently, you manage all agents' schedules by using a spreadsheet. This shows when each agent is working when they are on breaks, and when they have meetings or other events that take them away from the queue.
You would like to be able to schedule agents in an easier and more automated way. What Genesys Cloud Contact Center feature can you use to replace and automate the spreadsheet schedule?
Suggested Answer: A
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11 comments · newest first
FI
Filiberto
12 months ago
Agreed, Workforce Management is the best choice!
JU
Judy
12 months ago
Really? I thought Genesys Cloud Architect was the answer.
NI
Nicolette
1 year ago
No way, it's definitely not Genesys Cloud Reporting.
KA
Katina
1 year ago
I think Workflow Process Automation could work too.
VE
Veta
1 year ago
Definitely Workforce Management! It automates scheduling.
RE
Reid
1 year ago
I feel like I’ve seen practice questions where Workforce Management was the right choice for scheduling agents.
MA
Maryrose
1 year ago
I’m not entirely sure, but I remember something about Workflow Process Automation being more about processes than scheduling.
TI
Tina
1 year ago
I think the answer might be A, Workforce Management, since it’s all about scheduling and automating shifts.
KA
Kayleigh
1 year ago
Genesys Cloud Architect sounds familiar, but I don’t think it’s specifically for scheduling. I’m leaning towards A as well.
GE
German
1 year ago
This seems like a pretty straightforward question, but I want to make sure I get it right. I'll carefully review each option and select the two that I'm most confident are correct.
DO
Dorthy
1 year ago
I want to say it's true, but I can't quite recall any specific details about the service agents needing to be active for this pattern. It's a bit confusing.