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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts |
| Topic 2: 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 3: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Role-based permissions and access control |
| Topic 4: Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules - Building optimized agent schedules |
| Topic 5: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Real-time monitoring and adherence tracking |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
What is the primary use of intraday monitoring?
Response:
A. To adjust agent roles
B. To monitor current day's adherence and activity
C. To view agent adherence on a weekly basis
D. To compare adherence between departments
Question 2
When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:
A. Agent pay rates
B. Required activities
C. Agent skill level
D. Start and end times
Question 3
Which two actions can be monitored through real-time adherence in Genesys Cloud?
(Choose two)
Response:
A. Adherence to scheduled tasks
B. Weekly adherence reports
C. Agent breaks and lunch activities
D. Agent logins for the day
Question 4
In Genesys Cloud, which action should an administrator take if an agent's time-off request conflicts with staffing requirements but meets the agent's scheduling preferences?
Response:
A. Approve the request without changes
B. Deny the request and provide a reason for unavailability
C. Delay the decision until another agent can cover the shift
D. Approve the request but remove the agent from other shifts
Question 5
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
A. False
B. True
Solutions:
| Question 1 Answer: B | Question 2 Answer: B,D | Question 3 Answer: A,C | Question 4 Answer: B | Question 5 Answer: A |
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