Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Cloud CX Workforce Management Certification: GCX-WFM Exam Premium File as PDF & Test Engine
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Last Updated: Sep 26, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes |
| Topic 2: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX |
| Topic 3: 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 4: Forecasting and Capacity Planning | 25% | - Accounting for seasonality, campaigns, and special events - Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Analyzing historical data and trends |
| Topic 5: Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Real-time monitoring and adherence tracking - Handling exceptions and alerts |
Genesys Cloud CX Workforce Management Certification Sample Questions:
What is the primary use of intraday monitoring?
Response:
- A. To compare adherence between departments
- B. To view agent adherence on a weekly basis
- C. To monitor current day's adherence and activity
- D. To adjust agent roles
Correct Answer: C 🗳️
What is the primary purpose of configuring service goal templates in workforce management?
Response:
- A. To manage holiday schedules
- B. To establish performance targets like service level or average handle time
- C. To automate adherence tracking
- D. To set billing standards
Correct Answer: B 🗳️
Which two features are provided in the historical adherence view?
(Choose two)
Response:
- A. Identifying trends in agent availability
- B. Configuring future adherence targets
- C. Tracking adherence over a specific period
- D. Real-time agent tracking
Correct Answer: A,C 🗳️
Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:
- A. Deny the request and provide feedback on availability
- B. Approve the request and adjust forecast data
- C. Assign the request to the agent's supervisor for review
- D. Automatically apply adherence penalties
Correct Answer: A 🗳️
You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:
- A. Weekly Paid Time
- B. Work Time Constrains
- C. Minimum Time Between Shifts
- D. Daily Paid Time Divisible By
Correct Answer: A 🗳️
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