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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics and Optimization | 15% | - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - Key performance metrics and KPIs |
| Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities - Building optimized agent schedules - Compliance with labor laws and business rules |
| Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Real-time monitoring and adherence tracking - Handling exceptions and alerts |
| WFM Fundamentals and Setup | 15% | - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes |
| 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. What component would an IC administrator create first when setting up workforce management?
Response:
A) Business Unit
B) Activity Code
C) Shift Schedule
D) Management Unit
2. Which two key elements should be considered when creating a management unit?
(Choose two)
Response:
A) Set agent skill levels
B) Define service goal templates
C) Create activity codes
D) Configure queue routing paths
3. Choose the metrics available in service goal templates.
Response:
A) Abandonment Rate
B) Average Handle Time
C) Offered
D) Average Speed of Answer
4. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Activity Codes
B) Shift Configuration
C) Schedule Settings
D) Adherence Tracking
5. Who has the necessary permissions to cancel time-off requests?
Response:
A) Agent
B) Administrator
C) User
D) Supervisor
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B,C | Question # 3 Answer: A,D | Question # 4 Answer: A | Question # 5 Answer: A |
Edgar -
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