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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence |
| Topic 2: Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes |
| Topic 3: 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 |
| Topic 4: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
| Topic 5: Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. What is the primary function of a work plan in Genesys Cloud?
Response:
A) To define shifts and work patterns for agents
B) To manage call quality metrics
C) To monitor real-time adherence
D) To assign specific call tasks to agents
2. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
A) Modifying forecast data for future adherence planning
B) Analyzing adherence at specific times of day
C) Identifying recurring non-adherence trends
D) Directly adjusting future agent schedules
3. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Adherence Tracking
B) Schedule Settings
C) Shift Configuration
D) Activity Codes
4. Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
A) Set activity codes
B) Define business hours
C) Assign a queue for call routing
D) Configure a management unit
5. In Genesys Cloud, which two elements are crucial for configuring activity codes?
(Choose two)
Response:
A) Configuring compliance rules
B) Setting the agent pay rate
C) Defining whether it affects adherence
D) Assigning a color code for visual identification
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,C | Question # 3 Answer: D | Question # 4 Answer: B,D | Question # 5 Answer: C,D |
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