GE0-806 Free Sample Questions

A global retail company with contact centers in North America (NA), Europe (EU), and Asia-Pacific (APAC) is consolidating its Genesys WFM 8 infrastructure. Each region has its own set of public holidays and business hours. The company wants to maintain a centralized WFM administration while allowing regional managers to manage their own site-specific events, such as local training days or team outings. The goal is to ensure that global holidays (like New Year's Day) are applied to all sites, while regional and site-specific events only affect the relevant locations. Which configuration strategy in WFM Builder is the most effective and maintainable for achieving this hierarchical calendar management? ```mermaid graph TD subgraph Global_WFM_Admin Central_Config[Central Configuration] end subgraph NA_Region[NA Region] NA_Site1[New York Site] NA_Site2[Toronto Site] end subgraph EU_Region[EU Region] EU_Site1[London Site] end subgraph APAC_Region[APAC Region] APAC_Site1[Tokyo Site] end Central_Config --> NA_Region Central_Config --> EU_Region Central_Config --> APAC_Region ```

A workforce manager needs to implement a new rotating shift pattern for a 24/7 support team. The pattern involves two 12-hour day shifts, followed by two 12-hour night shifts, and then four days off. To properly configure this in Genesys WFM, which of the following objects must be created and linked together? (Select TWO)

Agents in the customer service department are reporting that the 'Unpaid Time Off' option is not visible in their WFM Web portal, although 'Paid Time Off' is available. The WFM administrator has verified that the agents' security permissions allow for time-off requests. What is the most likely configuration issue causing this?

A contact center policy dictates that overtime hours must be offered to agents based on a 'fairness' principle, where agents with the least accumulated overtime year-to-date get the first opportunity. A WFM consultant needs to implement a system to manage this. Which approach represents the best practice for implementing this policy within the Genesys WFM 8 framework?

Management has approved a new policy allowing agents to trade shifts with each other. However, a key requirement is that any trade resulting in an agent being scheduled for more than 48 hours in a single work week must be sent to a supervisor for manual approval. Trades that keep both agents at or below 48 hours should be approved automatically. How can this conditional approval workflow be configured in Genesys WFM?

An agent is trying to swap a shift with a colleague using the WFM Web for Agents portal, but the 'Swap Shift' button is disabled (greyed out). A WFM consultant has already verified that the agent's assigned Contract and Security Role are correctly configured to allow shift swaps. What is the next most likely reason for the option being unavailable?

A contact center wants to implement a system where agents can bid for their preferred shifts for the upcoming quarter. The process should be governed by seniority, where agents with longer tenure have higher priority in the bidding process. Which two Genesys WFM objects are the most essential for configuring and managing this functionality?

A supervisor in a multi-channel contact center observes a persistent discrepancy. The Real-Time Adherence (RTA) dashboard in WFM Web shows agents as 'Out of Adherence', but the real-time agent state report in CCPulse+ shows them in a valid state (e.g., 'OnCall'). This issue is causing incorrect adherence scores and frustration among agents. What is the most probable root cause for this specific data mismatch?

A financial services company is concerned about high agent burnout and attrition, suspecting that scheduling practices may be a contributing factor. A WFM consultant has been hired to analyze historical data from the Genesys WFM 8 system to identify potential issues related to work-life balance and schedule fairness. The consultant is given access to a variety of standard WFM reports, including Historical Adherence, Schedule Efficiency, Agent Activity Logs, and Time-Off reports. The goal is to find evidence of practices that could lead to burnout, such as insufficient breaks, consistently undesirable shifts, or inequitable distribution of workload. Which combination of reports and metrics should the consultant focus on to build the strongest case for scheduling-related burnout?

A WFM administrator is tasked with setting up an automated daily report. The report must be generated every morning at 6:00 AM and emailed as a PDF to a distribution list of site managers. This report needs to contain the previous day's key performance indicators, such as schedule adherence and forecast accuracy, for each manager's respective site. Which components are essential to fulfilling this requirement? (Select TWO)