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Exam Code: GCX-WFM
Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Scheduling and Shift Management | 25% | - Building optimized agent schedules - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding |
| Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Handling exceptions and alerts - Real-time monitoring and adherence tracking |
| WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes |
| 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 |
| Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which setting should be enabled to track both scheduled and actual agent activities?
Response:
- A. Adherence Matching
- B. Schedule Adherence Tracking
- C. Adherence Sync
- D. Real-Time Monitoring
Correct Answer: B 🗳️
Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:
- A. Daily call volume predictions
- B. Agent training schedules
- C. Real-time agent adherence
- D. Daily agent activities and tasks
Correct Answer: C,D 🗳️
Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:
- A. Analyze historical call patterns
- B. Configure service level goals
- C. Add a forecast modification
- D. Validate agent certifications
Correct Answer: A,C 🗳️
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
In Genesys Cloud, time-off requests are automatically approved if they match the agent's availability.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
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