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Last Updated: Oct 04, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Role-based permissions and access control |
| Topic 2: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas |
| Topic 3: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events |
| Topic 4: Scheduling and Shift Management | 25% | - Compliance with labor laws and business rules - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities |
| Topic 5: Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
How can agents be added to a work plan in Genesys Cloud?
Response:
- A. By adding them directly in the Work Plan
- B. By assigning them through the Schedule Manager
- C. By selecting them in the Forecast Editor
- D. By importing a CSV file with agent data
Correct Answer: A 🗳️
In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:
- A. Defining whether it affects adherence
- B. Assigning a color code for visual identification
- C. Configuring compliance rules
- D. Setting the agent pay rate
Correct Answer: A,B 🗳️
In workforce management, what is a business unit?
Response:
- A. A temporary team assigned to special projects
- B. An individual employee's work schedule
- C. The primary organizational entity for managing work plans and schedules
- D. A group of departments handling separate tasks
Correct Answer: C 🗳️
Which component in the Schedule Editor helps create load-based schedules?
Response:
- A. Shift Optimizer
- B. Activity Code Editor
- C. Call Volume Manager
- D. Schedule Generator
Correct Answer: D 🗳️
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
- A. Configure adherence tracking settings
- B. Add quality monitoring processes
- C. Establish management units within the business unit
- D. Set up recurring call reports
Correct Answer: A,C 🗳️
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