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Questions # 11:

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?

Options:

A.

Yes- using Multiple Groups functionality

B.

Yes, using regular meeting functionality

C.

No, it cannot be done without manual intervention of the supervisor

D.

No, it cannot be done at all

Questions # 12:

Which set of factors would provide the basis for an optimal staffing calculation?

Options:

A.

Actual ASA, coverage and maximum occupancy

B.

Actual interaction volume, actual AHT and indirectly occupied time

C.

Actual interaction volume, actual AHT, and the service objectives

D.

Predicted interaction volume potential AHT and minimum occupancy

Questions # 13:

Which of the following statements is true?

Options:

A.

An Agent must have only one contract, but can be scheduled for multiple shifts.

B.

An Agent does not new to have a contract, but must work for at least one shift,

C.

An Agent can have multiple contracts, but must be scheduled only for one shift.

D.

An Agent can have any number of contracts and can be scheduled for any number of shifts.

Questions # 14:

Which of the following is required to connect the WFM Server to the WFM Database?

Options:

A.

DB Server

B.

WFM Data Aggregator

C.

Stat Server

D.

Database Access Point

Questions # 15:

Which modules of WFM supervisor are used to set Alerts?

Options:

A.

Schedule Intraday

B.

Performance

C.

Configuration

Questions # 16:

Which statements are correct? Choose 2 answers

Options:

A.

AnAgent can put a vacation request on a Waiting list.

B.

There can be many Time off Rules defined, but an Agent can have only one Time Off Rule assigned at a time.

C.

An Agent can trade a "Shift" for a "Day Off'.

D.

An Agent can trade a "Shift" for a "Vacation".

Questions # 17:

Where would you configure Time-Off Types in WFM 8.1?

Options:

A.

WFM Configuration Utility

B.

WFM Web for Supervisors

C.

WFM Web for Agents

D.

WFM Daemon

Questions # 18:

What does synchronization of daily schedules mean?

Options:

A.

All Agents in a team start a shift within specified threshold

B.

All Agents in a team receive lunch at the same time

C.

All shifts in a schedule scenario are automatically synchronized with shifts in Master schedule

D.

Every Agent starts a shift within a specified threshold for a specific period

Questions # 19:

What functions can you perform for a business unit?

Choose 3 answers

Options:

A.

Recreate Multisite Activity

B.

Create Overlays

C.

Split Interaction volume Forecast

D.

Split workforce Forecast

E.

Split Contracts and/or Shifts

Questions # 20:

Which of the following contains all the four exceptions rules regarding trade conditions?

Options:

A.

Remove, Do not trade. Keep with Agent, Keep with Schedule

B.

Delete, Do not trade, Keep with Agent, Keep with Schedule

C.

Delete, Do not trade, Keep with Agent, Keep with Activity

D.

Remove, Do not trade, Keep with Agent, Keep with Team

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