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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events |
| WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence |
| Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Compliance with labor laws and business rules - Time-off requests, approvals, and shift bidding - Building optimized agent schedules |
| Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas |
| 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
- A. Approve time-off requests
- B. Synchronize time-off with adherence data
- C. View agent availability
- D. Adjust adherence penalties
Correct Answer: A,B 🗳️
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
- A. Allows agents to exchange shifts with each other
- B. Ensures scheduling meets service goals
- C. Allows agents to exchange shifts with manager approval
- D. Reduces adherence penalties for agents
Correct Answer: A,C 🗳️
In workforce management, what is a business unit?
Response:
- A. An individual employee's work schedule
- B. A group of departments handling separate tasks
- C. A temporary team assigned to special projects
- D. The primary organizational entity for managing work plans and schedules
Correct Answer: D 🗳️
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
- A. Set activity codes
- B. Assign a queue for call routing
- C. Define business hours
- D. Configure a management unit
Correct Answer: C,D 🗳️
What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
- A. 150
- B. 50
- C. 100
- D. 25
Correct Answer: C 🗳️
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