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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Compliance with labor laws and business rules - Building optimized agent schedules - Time-off requests, approvals, and shift bidding |
| Topic 2: WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence |
| Topic 3: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking |
| Topic 4: Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - Key performance metrics and KPIs |
| Topic 5: 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:
A) A Score
B) Languages
C) Skills
D) Desire to Use
2. Which of the following is a benefit of synchronizing time-off requests?
Response:
A) It ensures requests align with agent skill levels
B) It integrates time-off with agent adherence data
C) It updates activity codes
D) It modifies daily call volume predictions
3. Which component in Genesys Cloud is used to create and manage agent schedules?
Response:
A) Queue Group
B) Work Plan
C) Schedule Manager
D) Business Unit
4. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:
A) Agent skill level allocation
B) Daily shift start and end times
C) Activity codes for task identification
D) Real-time adherence settings
5. When creating a management unit, what key principle must be considered?
Response:
A) Ensuring minimal agent interaction
B) Organizing agents by their daily availability
C) Enforcing hourly task completion
D) Aligning agents with specific scheduling requirements
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: B,C | Question # 5 Answer: D |
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