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What is the primary business value of Workforce Management (WFM) in a contact center?
Increasing the number of customer interactions
Optimizing staff scheduling to balance service levels, cost efficiency, and employee satisfaction
Reducing the need for employee training
In Dynamics 365 Contact Center, what is the main purpose of forecasting?
To automate all customer responses
To predict future workload and schedule the right number of agents
To generate marketing reports
What does the 'shrinkage' percentage represent when creating a capacity plan?
The percentage of time agents are available for conversations
The number of agents needed per shift
The percentage of time agents are unavailable due to breaks or other activities
What is a key advantage of using Microsoft 365 Copilot for Service in contact centers?
It replaces all human agents
It automates all scheduling tasks
It integrates with CRM systems to provide AI-powered assistance
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