Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Check Updated on: Sep 17, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking - Making intraday adjustments to staffing and schedules - Handling exceptions and alerts |
| Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes |
| Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events |
| WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX |
| 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:
- A. False
- B. True
Correct Answer: B 🗳️
In workforce management, what is a business unit?
Response:
- A. An individual employee's work schedule
- B. The primary organizational entity for managing work plans and schedules
- C. A temporary team assigned to special projects
- D. A group of departments handling separate tasks
Correct Answer: B 🗳️
In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
- A. Check for scheduling conflicts
- B. Verify agent login times
- C. Ensure activities align with business needs
- D. Add an approval signature
Correct Answer: A,C 🗳️
What is the primary purpose of the real-time adherence view in Genesys Cloud?
Response:
- A. To review adherence after a shift ends
- B. To monitor agent adherence in real-time
- C. To track agent certifications
- D. To adjust historical data for call volume
Correct Answer: B 🗳️
When you add a forecast modification, you need to enable it to be active.
Response:
- A. False
- B. True
Correct Answer: A 🗳️
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