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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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% | - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports |
| 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 |
| Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Compliance with labor laws and business rules - Time-off requests, approvals, and shift bidding - Building optimized agent schedules |
| Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events |
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. Directly adjusting future agent schedules
- B. Modifying forecast data for future adherence planning
- C. Identifying recurring non-adherence trends
- D. Analyzing adherence at specific times of day
Correct Answer: C,D 🗳️
What is the primary purpose of configuring service goal templates in workforce management?
Response:
- A. To establish performance targets like service level or average handle time
- B. To manage holiday schedules
- C. To set billing standards
- D. To automate adherence tracking
Correct Answer: A 🗳️
Which two components are configured in a service goal template?
(Choose two)
Response:
- A. Average Handle Time
- B. Forecast Editor
- C. Call Volume Reports
- D. Service Level
Correct Answer: A,D 🗳️
How long does it take for a load-based schedule to be generated?
Response:
- A. 5 minutes
- B. 20 minutes
- C. 15 minutes
- D. 10 minutes
Correct Answer: B 🗳️
Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:
- A. Adherence to scheduled tasks
- B. Agent logins for the day
- C. Weekly adherence reports
- D. Agent breaks and lunch activities
Correct Answer: A,D 🗳️
