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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Key performance metrics and KPIs |
| WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX |
| Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Handling exceptions and alerts - Real-time monitoring and adherence tracking |
| 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 |
| Scheduling and Shift Management | 25% | - Building optimized agent schedules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
The forecast editor in Genesys Cloud primarily serves which purpose?
Response:
- A. To predict call volume and scheduling needs
- B. To manage agent interactions
- C. To define agent skill levels
- D. To handle quality assurance
Correct Answer: A 🗳️
In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:
- A. Synchronize requests with real-time adherence data
- B. Approve or deny time-off requests
- C. Adjust shift adherence for time-off requests
- D. View agent availability during the requested period
Correct Answer: B,D 🗳️
What is the forecast source data used for in Genesys Cloud?
Response:
- A. To predict future call patterns based on historical data
- B. To create backup schedules for agents
- C. To analyze agent performance trends
- D. To provide real-time call metrics
Correct Answer: A 🗳️
In Genesys Cloud, what does the historical adherence feature provide?
Response:
- A. A historical view of adherence metrics over a specified period
- B. An overview of agent activities across shifts
- C. A list of agent credentials
- D. A record of all calls handled by agents
Correct Answer: A 🗳️
Which two features in real-time adherence monitoring allow administrators to address non-adherence issues immediately?
(Choose two)
Response:
- A. Logging adherence changes automatically in the forecast data
- B. Adjusting the agent's schedule within the adherence view
- C. Sending a notification to the non-adherent agent
- D. Viewing specific deviations from the schedule
Correct Answer: C,D 🗳️
