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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends - Capacity planning and staffing requirement calculations |
| Topic 2: Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs - WFM dashboards and standard reports |
| Topic 3: WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX |
| Topic 4: Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Building optimized agent schedules |
| Topic 5: Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Adherence reporting and corrective actions |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. What is the primary use of intraday monitoring?
Response:
A) To view agent adherence on a weekly basis
B) To compare adherence between departments
C) To monitor current day's adherence and activity
D) To adjust agent roles
2. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:
A) Configuring compliance rules
B) Setting the agent pay rate
C) Assigning a color code for visual identification
D) Defining whether it affects adherence
3. When you add a forecast modification, you need to enable it to be active.
Response:
A) True
B) False
4. You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:
A) Weekly Paid Time
B) Daily Paid Time Divisible By
C) Minimum Time Between Shifts
D) Work Time Constrains
5. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
A) Ensure activities align with business needs
B) Check for scheduling conflicts
C) Add an approval signature
D) Verify agent login times
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C,D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A,B |






