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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking - Handling exceptions and alerts |
| WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control |
| Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Capacity planning and staffing requirement calculations - Analyzing historical data and trends |
| Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas |
| 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. When setting up a work plan, which setting allows you to configure shift activities?
Response:
A) Work Plan Editor
B) Activity Code Manager
C) Schedule Editor
D) Shift Configurator
2. Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:
A) Agent availability
B) Activity code adherence
C) Shift start and end times
D) Forecasted call volume
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. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:
A) Workforce Manager
B) Workforce Administrator
C) IT Specialist
D) Customer Service Representative
5. Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
A) Ensures scheduling meets service goals
B) Allows agents to exchange shifts with manager approval
C) Reduces adherence penalties for agents
D) Allows agents to exchange shifts with each other
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C,D | Question # 3 Answer: B | Question # 4 Answer: A,B | Question # 5 Answer: B,D |
