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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Role-based permissions and access control |
| Topic 3: Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas |
| Topic 4: 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 |
| Topic 5: Scheduling and Shift Management | 25% | - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities - Compliance with labor laws and business rules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:
- A. Agents who handle non-voice interactions
- B. Agents who handle multiple interaction types
- C. Agents who only take calls
- D. Agents who handle outbound interactions
Correct Answer: B 🗳️
Which two features are accessible within the forecast editor?
(Choose two)
Response:
- A. Modifying forecast data based on trends
- B. Adding historical adherence data
- C. Adjusting forecasted call volumes
- D. Setting agent skill priorities
Correct Answer: A,C 🗳️
Which two features in the Schedule Editor help administrators create and adjust schedules to meet business needs?
(Choose two)
Response:
- A. Generate load-based schedules based on call volume predictions
- B. Set service goals for adherence tracking
- C. Customize shift start and end times for individual agents
- D. Approve time-off requests directly in the Schedule Editor
Correct Answer: A,C 🗳️
You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:
- A. Modify
- B. Create
- C. Generate
- D. Add
Correct Answer: C 🗳️
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. Add quality monitoring processes
- C. Configure adherence tracking settings
- D. Set up recurring call reports
Correct Answer: A,C 🗳️
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