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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 |
| Topic 2: Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Handling exceptions and alerts |
| Topic 3: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs |
| Topic 4: Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events |
| Topic 5: 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
- A. Adherence Tracking
- B. Shift Configuration
- C. Activity Codes
- D. Schedule Settings
Correct Answer: C 🗳️
What is the forecast source data used for in Genesys Cloud?
Response:
- A. To predict future call patterns based on historical data
- B. To create backup schedules for agents
- C. To provide real-time call metrics
- D. To analyze agent performance trends
Correct Answer: A 🗳️
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
- A. Establish management units within the business unit
- B. Configure adherence tracking settings
- C. Set up recurring call reports
- D. Add quality monitoring processes
Correct Answer: A,B 🗳️
Which two key elements should be considered when creating a management unit?
(Choose two)
Response:
- A. Create activity codes
- B. Configure queue routing paths
- C. Set agent skill levels
- D. Define service goal templates
Correct Answer: A,D 🗳️
Which setting should be enabled to track both scheduled and actual agent activities?
Response:
- A. Adherence Sync
- B. Schedule Adherence Tracking
- C. Real-Time Monitoring
- D. Adherence Matching
Correct Answer: B 🗳️
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