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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Scheduling | - Schedule optimization
|
| Workforce Management Overview | - WFM concepts in contact centers
|
| Forecasting and Planning | - Capacity planning
|
| Adherence and Performance Management | - Agent adherence
|
| Intraday Management | - Intraday adjustments
|
| Reporting and Analytics | - WFM reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
The historical adherence report is useful for:
Response:
- A. Creating real-time schedules
- B. Monitoring live agent activity
- C. Reviewing adherence patterns over past shifts
- D. Adjusting agent availability in real time
Correct Answer: C 🗳️
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:
- A. Adherence Tracker
- B. Schedule Editor
- C. Service Level Adjustment
- D. Forecast Modification
Correct Answer: D 🗳️
What is the forecast source data used for in Genesys Cloud?
Response:
- A. To create backup schedules for agents
- B. To analyze agent performance trends
- C. To predict future call patterns based on historical data
- D. To provide real-time call metrics
Correct Answer: C 🗳️
The Maximum Occupancy % for Deferred Work setting applies to ___________.
Response:
- A. Agents who only take calls
- B. Agents who handle multiple interaction types
- C. Agents who handle non-voice interactions
- D. Agents who handle outbound interactions
Correct Answer: B 🗳️
Which feature allows you to partition agents based on the types of interactions they handle?
Response:
- A. Service Goal Groups
- B. Management Units
- C. Forecast
- D. Workplans
Correct Answer: B 🗳️






