Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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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: Scheduling and Shift Management | 25% | - Building optimized agent schedules - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding |
| Topic 3: 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 4: WFM Fundamentals and Setup | 15% | - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX |
| 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:
Choose the available metrics for forecasting methods.
Response:
- A. Answered
- B. Average Handle Time
- C. Offered
- D. Response Time
Correct Answer: B,C 🗳️
Which two functions does the Swap Shifts feature provide in Genesys Cloud?
(Choose two)
Response:
- A. Ensures scheduling meets service goals
- B. Allows agents to exchange shifts with manager approval
- C. Allows agents to exchange shifts with each other
- D. Reduces adherence penalties for agents
Correct Answer: B,C 🗳️
An Agent cannot edit a time-off request after it has been created.
Response:
- A. True
- B. False
Correct Answer: A 🗳️
What are the routing types used by Genesys Cloud?
Response:
- A. AWS Routing and IVR Routing
- B. IVR Routing and ACD Routing
- C. WFM Routing and IVR Routing
- D. Outbound Contact and Inbound Contact
Correct Answer: B 🗳️
Which two actions are essential when setting up a business unit in workforce management?
(Choose two)
Response:
- A. Configure a management unit
- B. Define business hours
- C. Set activity codes
- D. Assign a queue for call routing
Correct Answer: A,B 🗳️
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