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Last Updated: Sep 23, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Forecasting and Planning | - Demand forecasting
|
| Topic 2: Workforce Management Overview | - WFM concepts in contact centers
|
| Topic 3: Intraday Management | - Real-time monitoring
|
| Topic 4: Reporting and Analytics | - WFM reporting
|
| Topic 5: Scheduling | - Schedule generation
|
| Topic 6: Adherence and Performance Management | - Performance metrics
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which two aspects can intraday monitoring help manage in workforce management?
(Choose two)
Response:
- A. Daily call volume predictions
- B. Daily agent activities and tasks
- C. Agent training schedules
- D. Real-time agent adherence
Correct Answer: B,D 🗳️
In Genesys Cloud, what is the purpose of a blank schedule?
Response:
- A. To create a template for new schedules without predefined shifts
- B. To clear previous adherence data
- C. To add a forecast for future shifts
- D. To reset an agent's adherence history
Correct Answer: A 🗳️
Which two key elements should be considered when creating a management unit?
(Choose two)
Response:
- A. Set agent skill levels
- B. Create activity codes
- C. Define service goal templates
- D. Configure queue routing paths
Correct Answer: B,C 🗳️
What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
- A. 100
- B. 150
- C. 50
- D. 25
Correct Answer: A 🗳️
Which role typically has permission to create and configure a business unit?
Response:
- A. Quality Assurance Specialist
- B. Customer Service Manager
- C. Workforce Administrator
- D. Agent
Correct Answer: C 🗳️
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