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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:
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
Correct Answer: B,D 🗳️
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
Correct Answer: A,B 🗳️
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
Correct Answer: A,B 🗳️
Choose the available metrics for forecasting methods.
Response:
- A. Answered
- B. Response Time
- C. Average Handle Time
- D. Offered
Correct Answer: C,D 🗳️
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
Correct Answer: B 🗳️
