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Simulation test system

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Genesys GCX-WFM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: WFM Fundamentals and Setup	15%	- Core concepts: forecasting, scheduling, adherence - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Role-based permissions and access control
Topic 2: Scheduling and Shift Management	25%	- Managing shifts, breaks, and activities - Building optimized agent schedules - Time-off requests, approvals, and shift bidding - Compliance with labor laws and business rules
Topic 3: Forecasting and Capacity Planning	25%	- Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts - Analyzing historical data and trends
Topic 4: Reporting, Analytics and Optimization	15%	- Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - 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 - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions

Genesys Cloud CX Workforce Management Certification Sample Questions:

1. What is the primary purpose of configuring service goal templates in workforce management?
Response:

A) To establish performance targets like service level or average handle time
B) To set billing standards
C) To automate adherence tracking
D) To manage holiday schedules

2. When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:

A) Configure adherence tracking settings
B) Establish management units within the business unit
C) Add quality monitoring processes
D) Set up recurring call reports

3. Which two components are configured in a service goal template?
(Choose two)
Response:

A) Service Level
B) Average Handle Time
C) Call Volume Reports
D) Forecast Editor

4. When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:

A) Agent pay rates
B) Required activities
C) Start and end times
D) Agent skill level

5. What is the default value for Severe Adherence Threshold settings?
Response:

A) 10 minutes
B) 6 minutes
C) 5 minutes
D) 7 minutes

Solutions:

Question # 1
Answer: A

Question # 2
Answer: A,B

Question # 3
Answer: A,B

Question # 4
Answer: B,C

Question # 5
Answer: C