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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events |
| WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Configuring business units, management units, and activity codes |
| Scheduling and Shift Management | 25% | - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules - Managing shifts, breaks, and activities |
| 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 |
| Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs - WFM dashboards and standard reports |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
A) Modifying forecast data for future adherence planning
B) Identifying recurring non-adherence trends
C) Directly adjusting future agent schedules
D) Analyzing adherence at specific times of day
2. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:
A) Generate a load-based schedule
B) Edit individual agent shifts
C) Deny adherence exceptions
D) Approve quality control metrics
3. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:
A) Workforce Manager
B) Workforce Administrator
C) IT Specialist
D) Customer Service Representative
4. Choose the available metrics for forecasting methods.
Response:
A) Answered
B) Response Time
C) Average Handle Time
D) Offered
5. In workforce management, what is a business unit?
Response:
A) An individual employee's work schedule
B) The primary organizational entity for managing work plans and schedules
C) A temporary team assigned to special projects
D) A group of departments handling separate tasks
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A,B | Question # 3 Answer: A,B | Question # 4 Answer: C,D | Question # 5 Answer: B |
