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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| 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 |
| Scheduling and Shift Management | 25% | - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities - Compliance with labor laws and business rules |
| Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs - WFM dashboards and standard reports |
| Forecasting and Capacity Planning | 25% | - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Agents that handle the same set of interactions should belong to the same Business Unit.
Response:
A) True
B) False
2. Choose the available metrics for forecasting methods.
Response:
A) Response Time
B) Answered
C) Average Handle Time
D) Offered
3. What component would an IC administrator create first when setting up workforce management?
Response:
A) Shift Schedule
B) Business Unit
C) Management Unit
D) Activity Code
4. Choose the metrics available in service goal templates.
Response:
A) Abandonment Rate
B) Average Handle Time
C) Average Speed of Answer
D) Offered
5. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:
A) Schedule Editor
B) Time-Off Requests Page
C) Queue Assignment
D) Management Unit
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C,D | Question # 3 Answer: B | Question # 4 Answer: A,C | Question # 5 Answer: B |
