Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Check Updated on: Oct 02, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events |
| Topic 2: Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs - WFM dashboards and standard reports |
| Topic 3: Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Building optimized agent schedules |
| Topic 4: WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Role-based permissions and access control |
| Topic 5: Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions |
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
Correct Answer: A 🗳️
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. An individual employee's work schedule
- D. A group of departments handling separate tasks
Correct Answer: B 🗳️
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
- A. Define business hours
- B. Configure a management unit
- C. Set activity codes
- D. Assign a queue for call routing
Correct Answer: A,B 🗳️
If a workforce manager adds or removes an agent from a queue, the system does not add or remove them from the Management Unit.
Response:
- A. True
- B. False
Correct Answer: A 🗳️
Which two tasks can be managed within the Management Unit in workforce management?
(Choose two)
Response:
- A. Monitor call quality
- B. Define the maximum work hours for agents
- C. Assign phone numbers to agents
- D. Create schedules
Correct Answer: B,D 🗳️
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