The Genesys GCX-WFM exam preparation guide is designed to provide candidates with necessary information about the Cloud CX Workforce Management exam. It includes exam summary, sample questions, practice test, objectives and ways to interpret the exam objectives to enable candidates to assess the types of questions-answers that may be asked during the Genesys Cloud CX Workforce Management Certification (GCX-WFM) exam.
It is recommended for all the candidates to refer the GCX-WFM objectives and sample questions provided in this preparation guide. The Genesys Cloud CX Workforce Management certification is mainly targeted to the candidates who want to build their career in Genesys Cloud CX domain and demonstrate their expertise. We suggest you to use practice exam listed in this cert guide to get used to with exam environment and identify the knowledge areas where you need more work prior to taking the actual Genesys Cloud CX Workforce Management Certification exam.
Genesys GCX-WFM Exam Summary:
|
Exam Name
|
Genesys Cloud CX Workforce Management Certification |
| Exam Code | GCX-WFM |
| Exam Price | $500 USD |
| Duration | 120 minutes |
| Number of Questions | 60 |
| Passing Score | 65% |
| Recommended Training / Books |
Genesys Cloud CX: Contact Center Administration Genesys Cloud CX: WEM – Workforce Management |
| Schedule Exam | Kryterion Webassessor |
| Sample Questions | Genesys GCX-WFM Sample Questions |
| Recommended Practice | Genesys Cloud CX Workforce Management Certification (GCX-WFM) Practice Test |
Genesys Cloud CX Workforce Management Syllabus:
| Section | Objectives |
|---|---|
| Workforce Management Overview and Configuration |
- Understand the overview of workforce management - Understand the various roles and permissions - Identify the configurations of workforce management - Create a business unit - Describe the key principles of the business unit - Understand the overview of the management unit - Create a management unit - Manage agents in the management unit - Add an activity code - Configure activity codes - Configure service goal templates |
| Work Plans and Forecasts |
- Create a work plan - Set up the work plan's configuration - Configure a work plan's daily shifts - Set up the shift activities - Add agents to a work plan - Validate and save a work plan - Work with forecasts - Work with forecast editor - Add a forecast modification - Manage forecast source data - Export a forecast |
| Schedules and Time-Off Requests |
- Work with schedules - Navigate the schedule editor - Add a blank schedule - Generate a load-based schedule - Explain the swap shifts - Add a time-off request - Approve a time-off request - Deny a time-off request - Navigate the time-off requests page - Synchronize time-off requests |
| Real-Time and Historical Adherence |
- Navigate the real-time adherence view - Configure historical adherence - Explain intraday monitoring |