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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs |
| Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Handling exceptions and alerts - Real-time monitoring and adherence tracking |
| Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends |
| WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control |
| Scheduling and Shift Management | 25% | - Compliance with labor laws and business rules - Building optimized agent schedules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
A) 25
B) 50
C) 150
D) 100
2. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
A) Set up recurring call reports
B) Configure adherence tracking settings
C) Establish management units within the business unit
D) Add quality monitoring processes
3. Who has the necessary permissions to cancel time-off requests?
Response:
A) Administrator
B) Agent
C) User
D) Supervisor
4. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:
A) Counts as Work Time
B) Copy Shifts to Days
C) Daily Paid Time
D) Start Time is Relative to Shift Start
5. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
A) Set activity codes
B) Define business hours
C) Configure a management unit
D) Assign a queue for call routing
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B,C | Question # 3 Answer: B | Question # 4 Answer: D | Question # 5 Answer: B,C |
