Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Updated: Aug 30, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Capacity planning and staffing requirement calculations - Analyzing historical data and trends |
| Topic 2: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX |
| Topic 3: 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 4: Scheduling and Shift Management | 25% | - Building optimized agent schedules - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding |
| Topic 5: Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
A. Synchronize time-off with adherence data
B. View agent availability
C. Approve time-off requests
D. Adjust adherence penalties
Question 2
Which two key elements should be considered when creating a management unit?
(Choose two)
Response:
A. Configure queue routing paths
B. Define service goal templates
C. Create activity codes
D. Set agent skill levels
Question 3
Which of the following is a benefit of synchronizing time-off requests?
Response:
A. It updates activity codes
B. It modifies daily call volume predictions
C. It ensures requests align with agent skill levels
D. It integrates time-off with agent adherence data
Question 4
What is the purpose of the Schedule Editor in Genesys Cloud?
Response:
A. To track agent skills and certifications
B. To configure quality monitoring for interactions
C. To create and adjust agent schedules based on business needs
D. To manage adherence reports
Question 5
Choose the metrics available in service goal templates.
Response:
A. Average Handle Time
B. Average Speed of Answer
C. Abandonment Rate
D. Offered
Solutions:
| Question 1 Answer: A,C | Question 2 Answer: B,C | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: B,C |
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