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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:
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
Correct Answer: C 🗳️
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
Correct Answer: C,D 🗳️
When you add a forecast modification, you need to enable it to be active.
Response:
- A. True
- B. False
Correct Answer: B 🗳️
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
Correct Answer: A 🗳️
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
Correct Answer: A,B 🗳️
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