Genesys GCX-WFM : Cloud CX Workforce Management Certification
- Exam Code: GCX-WFM
- Exam Name: Cloud CX Workforce Management Certification
- Updated: Sep 28, 2026
- Q & A: 100 Questions and Answers
About Genesys GCX-WFM Exam
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes |
| Topic 2: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends - Capacity planning and staffing requirement calculations |
| Topic 3: WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Configuring business units, management units, and activity codes |
| Topic 4: Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
| Topic 5: Scheduling and Shift Management | 25% | - Building optimized agent schedules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which component in Genesys Cloud is used to create and manage agent schedules?
Response:
- A. Business Unit
- B. Schedule Manager
- C. Work Plan
- D. Queue Group
Correct Answer: C 🗳️
In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
- A. Modifying forecast data for future adherence planning
- B. Analyzing adherence at specific times of day
- C. Identifying recurring non-adherence trends
- D. Directly adjusting future agent schedules
Correct Answer: B,C 🗳️
Which two key elements should be considered when creating a management unit?
(Choose two)
Response:
- A. Create activity codes
- B. Configure queue routing paths
- C. Define service goal templates
- D. Set agent skill levels
Correct Answer: A,C 🗳️
Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:
- A. To create interactive dashboards for customer interactions
- B. To provide automated responses to customer inquiries
- C. To handle billing and financial records
- D. To manage agent schedules, forecasting, and adherence
Correct Answer: D 🗳️
In workforce management, what is a business unit?
Response:
- A. A temporary team assigned to special projects
- B. The primary organizational entity for managing work plans and schedules
- C. A group of departments handling separate tasks
- D. An individual employee's work schedule
Correct Answer: B 🗳️
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