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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events |
| Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas |
| Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions |
| WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
Which two actions are necessary when setting up a work plan?
(Choose two)
Response:
A. Define shift activities
B. Configure daily shifts
C. Monitor call quality metrics
D. Assign call routing preferences
Question 2
How long does it take for a load-based schedule to be generated?
Response:
A. 10 minutes
B. 20 minutes
C. 5 minutes
D. 15 minutes
Question 3
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
A. Set up recurring call reports
B. Add quality monitoring processes
C. Establish management units within the business unit
D. Configure adherence tracking settings
Question 4
Which feature allows you to partition agents based on the types of interactions they handle?
Response:
A. Forecast
B. Management Units
C. Workplans
D. Service Goal Groups
Question 5
A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:
A. False
B. True
Solutions:
| Question 1 Answer: A,B | Question 2 Answer: B | Question 3 Answer: C,D | Question 4 Answer: B | Question 5 Answer: B |
