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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Handling exceptions and alerts - Real-time monitoring and adherence tracking |
| Topic 2: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control |
| Topic 3: Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts |
| Topic 4: Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Key performance metrics and KPIs |
| Topic 5: Scheduling and Shift Management | 25% | - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities - Compliance with labor laws and business rules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:
- A. Management Unit
- B. Schedule Editor
- C. Queue Assignment
- D. Time-Off Requests Page
Correct Answer: D 🗳️
Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
- A. Approve time-off requests
- B. View agent availability
- C. Adjust adherence penalties
- D. Synchronize time-off with adherence data
Correct Answer: A,D 🗳️
Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:
- A. Deny adherence exceptions
- B. Edit individual agent shifts
- C. Approve quality control metrics
- D. Generate a load-based schedule
Correct Answer: B,D 🗳️
In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
- A. Verify agent login times
- B. Check for scheduling conflicts
- C. Ensure activities align with business needs
- D. Add an approval signature
Correct Answer: B,C 🗳️
Which activity code setting determines if an activity is counted as part of adherence?
Response:
- A. Real-Time Compliance
- B. Adherence Setting
- C. Compliance Setting
- D. Historical Adherence
Correct Answer: B 🗳️
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