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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions |
| WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control - Configuring business units, management units, and activity codes |
| Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules |
| Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs |
| Forecasting and Capacity Planning | 25% | - Accounting for seasonality, campaigns, and special events - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. An Agent cannot edit a time-off request after it has been created.
Response:
A) False
B) True
2. Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
A) Approve time-off requests
B) Adjust adherence penalties
C) View agent availability
D) Synchronize time-off with adherence data
3. What is the primary purpose of configuring service goal templates in workforce management?
Response:
A) To set billing standards
B) To manage holiday schedules
C) To automate adherence tracking
D) To establish performance targets like service level or average handle time
4. Who has the necessary permissions to cancel time-off requests?
Response:
A) Agent
B) Administrator
C) User
D) Supervisor
5. The real-time adherence view allows immediate corrective action if an agent is not following their scheduled tasks.
Response:
A) False
B) True
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,D | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B |
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