Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Check Updated on: Sep 13, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Forecasting and Capacity Planning | 25% | - Accounting for seasonality, campaigns, and special events - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts |
| Topic 2: 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 |
| Topic 3: WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control |
| Topic 4: Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes |
| Topic 5: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking |
Genesys Cloud CX Workforce Management Certification Sample Questions:
A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:
- A. True
- B. False
How long does it take for a load-based schedule to be generated?
Response:
- A. 5 minutes
- B. 10 minutes
- C. 20 minutes
- D. 15 minutes
Which component in workforce management is used to organize agents and define specific scheduling and adherence rules?
Response:
- A. Task Manager
- B. Queue Group
- C. Schedule Creator
- D. Management Unit
Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
- A. True
- B. False
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
- A. Allows agents to exchange shifts with each other
- B. Ensures scheduling meets service goals
- C. Allows agents to exchange shifts with manager approval
- D. Reduces adherence penalties for agents
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