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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules - Building optimized agent schedules |
| Topic 2: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control |
| Topic 3: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
| Topic 4: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events |
| Topic 5: Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which activity code type is typically used for non-customer-facing tasks?
Response:
- A. Non-Productive
- B. Productive
- C. Adherence-Based
- D. Call Handling
Correct Answer: A 🗳️
Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:
- A. Skills
- B. Desire to Use
- C. A Score
- D. Languages
Correct Answer: A,D 🗳️
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
Correct Answer: D 🗳️
Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:
- A. Approve time-off requests within the forecast
- B. Generate agent performance reports
- C. Add a forecast modification based on anticipated call volume changes
- D. Analyze historical call volume data
Correct Answer: A,C 🗳️
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 🗳️
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