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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions |
| Topic 2: Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts |
| Topic 3: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas |
| Topic 4: Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules - Building optimized agent schedules |
| Topic 5: 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:
- A. To adjust historical data for call volume
- B. To review adherence after a shift ends
- C. To track agent certifications
- D. To monitor agent adherence in real-time
Correct Answer: D 🗳️
In Genesys Cloud, what is the purpose of a blank schedule?
Response:
- A. To clear previous adherence data
- B. To create a template for new schedules without predefined shifts
- C. To reset an agent's adherence history
- D. To add a forecast for future shifts
Correct Answer: B 🗳️
When creating a management unit, what key principle must be considered?
Response:
- A. Aligning agents with specific scheduling requirements
- B. Organizing agents by their daily availability
- C. Ensuring minimal agent interaction
- D. Enforcing hourly task completion
Correct Answer: A 🗳️
When setting up a work plan, which setting allows you to configure shift activities?
Response:
- A. Activity Code Manager
- B. Work Plan Editor
- C. Shift Configurator
- D. Schedule Editor
Correct Answer: B 🗳️
What are the routing types used by Genesys Cloud?
Response:
- A. Outbound Contact and Inbound Contact
- B. AWS Routing and IVR Routing
- C. WFM Routing and IVR Routing
- D. IVR Routing and ACD Routing
Correct Answer: D 🗳️
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