Learn with Genesys : GCX-WFM training material for 100% pass

Last Updated: Sep 14, 2026

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Genesys GCX-WFM Practice Q&A's

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Genesys GCX-WFM Exam Syllabus Topics:

SectionObjectives
Adherence and Performance Management- Agent adherence
  • 1. Schedule adherence tracking
    • 2. Exception handling
      - Performance metrics
      • 1. Efficiency and utilization metrics
        • 2. Service level KPIs
          Intraday Management- Real-time monitoring
          • 1. Queue performance tracking
            • 2. Service level monitoring
              - Intraday adjustments
              • 1. Reforecasting
                • 2. Schedule changes and rebalancing
                  Forecasting and Planning- Demand forecasting
                  • 1. Historical data analysis
                    • 2. Volume and workload forecasting
                      - Capacity planning
                      • 1. Staffing requirements
                        • 2. Shrinkage considerations
                          Scheduling- Schedule optimization
                          • 1. Intraday adjustments
                            • 2. Adherence optimization
                              - Schedule generation
                              • 1. Shift construction rules
                                • 2. Constraint-based scheduling
                                  Reporting and Analytics- WFM reporting
                                  • 1. Operational dashboards
                                    • 2. Historical reporting and analysis
                                      Workforce Management Overview- WFM concepts in contact centers
                                      • 1. WFM components and lifecycle
                                        • 2. Role of workforce management in CX operations

                                          Genesys Cloud CX Workforce Management Certification Sample Questions:

                                          Question #1

                                          When creating a management unit, what key principle must be considered?
                                          Response:

                                          • A. Aligning agents with specific scheduling requirements
                                          • B. Enforcing hourly task completion
                                          • C. Organizing agents by their daily availability
                                          • D. Ensuring minimal agent interaction
                                          Reveal Solution  Discussion  0

                                          Correct Answer: A  🗳️

                                          Question #2

                                          Who has the necessary permissions to cancel time-off requests?
                                          Response:

                                          • A. Supervisor
                                          • B. User
                                          • C. Administrator
                                          • D. Agent
                                          Reveal Solution  Discussion  0

                                          Correct Answer: D  🗳️

                                          Question #3

                                          What component would an IC administrator create first when setting up workforce management?
                                          Response:

                                          • A. Shift Schedule
                                          • B. Business Unit
                                          • C. Activity Code
                                          • D. Management Unit
                                          Reveal Solution  Discussion  0

                                          Correct Answer: B  🗳️

                                          Question #4

                                          When we set the Activity Equivalency option to No, the agent is in adherence.
                                          Response:

                                          • A. False
                                          • B. True
                                          Reveal Solution  Discussion  0

                                          Correct Answer: A  🗳️

                                          Question #5

                                          What are the routing types used by Genesys Cloud?
                                          Response:

                                          • A. Outbound Contact and Inbound Contact
                                          • B. WFM Routing and IVR Routing
                                          • C. IVR Routing and ACD Routing
                                          • D. AWS Routing and IVR Routing
                                          Reveal Solution  Discussion  0

                                          Correct Answer: C  🗳️

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