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Genesys GCX-WFM : Cloud CX Workforce Management Certification
- Exam Code: GCX-WFM
- Exam Name: Cloud CX Workforce Management Certification
- Updated: Oct 02, 2026 Q&As: 100 Questions and Answers
About Genesys GCX-WFM Exam
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Making intraday adjustments to staffing and schedules - Handling exceptions and alerts - Adherence reporting and corrective actions |
| 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 |
| Reporting, Analytics and Optimization | 15% | - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Key performance metrics and KPIs |
| 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 |
| Scheduling and Shift Management | 25% | - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Building optimized agent schedules - Compliance with labor laws and business rules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question #1
Which two aspects can intraday monitoring help track in workforce management?
(Choose two)
Response:
- A. End-of-day adherence summaries
- B. Daily agent activities and adherence status
- C. Real-time adherence to scheduled activities
- D. Weekly adherence trends
Correct Answer: B,C 🗳️
Question #2
In workforce management, what is a business unit?
Response:
- A. The primary organizational entity for managing work plans and schedules
- B. An individual employee's work schedule
- C. A group of departments handling separate tasks
- D. A temporary team assigned to special projects
Correct Answer: A 🗳️
Question #3
Which feature in Genesys Cloud allows you to adjust the predicted call volume?
Response:
- A. Agent Scheduling
- B. Activity Code Editor
- C. Real-Time Adherence
- D. Forecast Modification
Correct Answer: D 🗳️
Question #4
In Genesys Cloud, a load-based schedule is generated based on:
Response:
- A. Quality monitoring data
- B. Anticipated call volume and demand
- C. Agent skill levels
- D. Adherence history
Correct Answer: B 🗳️
Question #5
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. Daily Paid Time Divisible By
- B. Work Time Constrains
- C. Minimum Time Between Shifts
- D. Weekly Paid Time
Correct Answer: D 🗳️
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