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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| 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 |
| Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities - Building optimized agent schedules - Compliance with labor laws and business rules |
| WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control - Core concepts: forecasting, scheduling, adherence |
| Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends |
| Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:
A) Approve or deny time-off requests
B) Synchronize requests with real-time adherence data
C) View agent availability during the requested period
D) Adjust shift adherence for time-off requests
2. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
A) True
B) False
3. Which property has to be disabled if you want the meeting to start at the same time for everyone while you set up the shift activities?
Response:
A) Counts as Work Time
B) Start Time is Relative to Shift Start
C) Copy Shifts to Days
D) Daily Paid Time
4. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Schedule Settings
B) Shift Configuration
C) Activity Codes
D) Adherence Tracking
5. Which of the following is NOT a component of a management unit?
Response:
A) Schedule Forecasting
B) Agent Group
C) Queue Assignment
D) Service Goal Template
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |
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