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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX |
| Topic 2: Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations |
| Topic 3: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas |
| Topic 4: Scheduling and Shift Management | 25% | - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Building optimized agent schedules - Time-off requests, approvals, and shift bidding |
| Topic 5: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A. Adherence Tracking
B. Schedule Settings
C. Shift Configuration
D. Activity Codes
Question 2
Which setting should be enabled to track both scheduled and actual agent activities?
Response:
A. Adherence Sync
B. Real-Time Monitoring
C. Adherence Matching
D. Schedule Adherence Tracking
Question 3
In Genesys Cloud workforce management, an activity code must always impact adherence.
Response:
A. True
B. False
Question 4
What is the default value for Severe Adherence Threshold settings?
Response:
A. 10 minutes
B. 6 minutes
C. 5 minutes
D. 7 minutes
Question 5
Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A. Adherence Tracking
B. Schedule Settings
C. Shift Configuration
D. Activity Codes
Solutions:
| Question 1 Answer: D | Question 2 Answer: D | Question 3 Answer: B | Question 4 Answer: C | Question 5 Answer: D |
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