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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes |
| Topic 2: Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events |
| Topic 3: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking - Making intraday adjustments to staffing and schedules |
| Topic 4: Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Building optimized agent schedules - Compliance with labor laws and business rules - Time-off requests, approvals, and shift bidding |
| Topic 5: Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:
A) False
B) True
2. In Genesys Cloud, what does the historical adherence feature provide?
Response:
A) A list of agent credentials
B) A historical view of adherence metrics over a specified period
C) An overview of agent activities across shifts
D) A record of all calls handled by agents
3. Which of the following is NOT a component of a management unit?
Response:
A) Agent Group
B) Service Goal Template
C) Schedule Forecasting
D) Queue Assignment
4. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
A) False
B) True
5. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Shift Configuration
B) Adherence Tracking
C) Schedule Settings
D) Activity Codes
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: D |
