Learn with Genesys : GCX-WFM training material for 100% pass
Last Updated: Jul 28, 2026
No. of Questions: 100 Questions & Answers with Testing Engine
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Making intraday adjustments to staffing and schedules |
| Topic 3: WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control |
| Topic 4: Forecasting and Capacity Planning | 25% | - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts |
| Topic 5: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:
A) Start and end times
B) Agent pay rates
C) Agent skill level
D) Required activities
2. An Agent cannot edit a time-off request after it has been created.
Response:
A) False
B) True
3. Which of the following is a benefit of synchronizing time-off requests?
Response:
A) It modifies daily call volume predictions
B) It updates activity codes
C) It ensures requests align with agent skill levels
D) It integrates time-off with agent adherence data
4. Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:
A) Workforce Manager
B) Customer Service Representative
C) IT Specialist
D) Workforce Administrator
5. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:
A) Monitor call quality metrics
B) Configure daily shifts
C) Assign call routing preferences
D) Define shift activities
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A,D | Question # 5 Answer: B,D |
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