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Genesys GCX-WFM Exam Overview:
| Certification Vendor: | Genesys |
| Exam Name: | Genesys Cloud CX Workforce Management Certification Exam |
| Exam Number: | GCX-WFM |
| Exam Format: | Multiple Choice, Multiple Select |
| Exam Duration: | 120 minutes |
| Exam Price: | $580 USD |
| Related Certifications: | Genesys Cloud CX Certified Professional Genesys Cloud CX Administrator |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 60 |
| Available Languages: | English |
| Passing Score: | 65% |
| Recommended Training: | Genesys Cloud CX: Workforce Management Training Course |
| Exam Registration: | Register via Kryterion Webassessor |
| Sample Questions: | Genesys GCX-WFM Sample Questions |
| Exam Way: | Online proctored or onsite at Kryterion test centers |
| Pre Condition: | Basic knowledge of Genesys Cloud CX platform and contact center operations; no mandatory prerequisite exams |
| Official Syllabus URL: | https://www.genesys.com/en-us/training-certification/certification/cloud-cx/gcx-wfm |
Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions |
| 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 |
| Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Building optimized agent schedules - Compliance with labor laws and business rules - Managing shifts, breaks, and activities |
| WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence |
| Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In workforce management, how can an admin add an activity code?
Response:
A) Within the Management Unit Configuration
B) Through the Business Unit Manager
C) Via the Activity Code Editor in the Admin panel
D) Directly in the Queue Settings
2. The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:
A) Agents who handle non-voice interactions
B) Agents who handle multiple interaction types
C) Agents who only take calls
D) Agents who handle outbound interactions
3. Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:
A) Daily agent activities and tasks
B) Real-time agent adherence
C) Agent training schedules
D) Daily call volume predictions
4. The forecast editor in Genesys Cloud primarily serves which purpose?
Response:
A) To predict call volume and scheduling needs
B) To define agent skill levels
C) To handle quality assurance
D) To manage agent interactions
5. Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:
A) Agent breaks and lunch activities
B) Agent logins for the day
C) Adherence to scheduled tasks
D) Weekly adherence reports
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A,B | Question # 4 Answer: A | Question # 5 Answer: A,C |
By Alvin
