Purchase Genesys : GCX-WFM Exam Materials and then pass exam easily
Updated: Aug 26, 2026
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Genesys GCX-WFM Exam Overview:
| Certification Vendor: | Genesys |
| Exam Name: | Genesys Cloud CX Workforce Management Certification Exam |
| Exam Number: | GCX-WFM |
| Passing Score: | 65% |
| Exam Format: | Multiple Choice, Multiple Select |
| Related Certifications: | Genesys Cloud CX Certified Professional Genesys Cloud CX Administrator |
| Real Exam Qty: | 60 |
| Exam Price: | $580 USD |
| Exam Duration: | 120 minutes |
| Certificate Validity Period: | 2 years |
| Available Languages: | English |
| Recommended Training: | Genesys Cloud CX: Workforce Management Training Course |
| Exam Registration: | Register via Kryterion Webassessor |
| Sample Questions: | Genesys GCX-WFM Sample Questions |
| Exam Way: | Online proctored or onsite at Kryterion test centers |
| Pre Condition: | Basic knowledge of Genesys Cloud CX platform and contact center operations; no mandatory prerequisite exams |
| Official Syllabus URL: | https://www.genesys.com/en-us/training-certification/certification/cloud-cx/gcx-wfm |
Genesys GCX-WFM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Configuring business units, management units, and activity codes |
| Topic 2: Intraday Management and Adherence | 20% | - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules |
| Topic 3: Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Building optimized agent schedules - Compliance with labor laws and business rules - Managing shifts, breaks, and activities |
| Topic 4: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas |
| Topic 5: Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends - Capacity planning and staffing requirement calculations |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. In Genesys Cloud, which two functions can the historical adherence report provide to help improve workforce management?
(Choose two)
Response:
A) Identifying recurring non-adherence trends
B) Analyzing adherence at specific times of day
C) Directly adjusting future agent schedules
D) Modifying forecast data for future adherence planning
2. When setting up a work plan in Genesys Cloud, which two configurations are essential for defining agent work patterns?
(Choose two)
Response:
A) Real-time adherence settings
B) Activity codes for task identification
C) Daily shift start and end times
D) Agent skill level allocation
3. In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:
A) Forecast Modification
B) Adherence Tracker
C) Schedule Editor
D) Service Level Adjustment
4. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:
A) Define shift activities
B) Assign call routing preferences
C) Configure daily shifts
D) Monitor call quality metrics
5. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
A) 150
B) 100
C) 50
D) 25
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: B,C | Question # 3 Answer: A | Question # 4 Answer: A,C | Question # 5 Answer: B |
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