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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Adherence and Performance Management | - Performance metrics
|
| Scheduling | - Schedule optimization
|
| Reporting and Analytics | - WFM reporting
|
| Intraday Management | - Intraday adjustments
|
| Workforce Management Overview | - WFM concepts in contact centers
|
| Forecasting and Planning | - Demand forecasting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Choose the metrics available in service goal templates.
Response:
A) Abandonment Rate
B) Average Speed of Answer
C) Offered
D) Average Handle Time
2. Intraday monitoring in Genesys Cloud only tracks adherence for past shifts, not current activities.
Response:
A) True
B) False
3. 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
4. The forecast editor is used exclusively for viewing forecast data without any modifications.
Response:
A) True
B) False
5. In Genesys Cloud, time-off requests are managed primarily within which interface?
Response:
A) Management Unit
B) Queue Assignment
C) Time-Off Requests Page
D) Schedule Editor
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: C |








