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Last Updated: Sep 17, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Forecasting and Planning | - Forecast Operations
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Business Unit Configuration | - Business Structure Setup
|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
In workforce management, what is a business unit?
Response:
- A. A group of departments handling separate tasks
- B. The primary organizational entity for managing work plans and schedules
- C. An individual employee's work schedule
- D. A temporary team assigned to special projects
Correct Answer: B 🗳️
Which activity code setting determines if an activity is counted as part of adherence?
Response:
- A. Real-Time Compliance
- B. Historical Adherence
- C. Compliance Setting
- D. Adherence Setting
Correct Answer: D 🗳️
Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:
- A. Desire to Use
- B. Skills
- C. A Score
- D. Languages
Correct Answer: B,D 🗳️
Which two elements can be adjusted when creating a load-based schedule?
(Choose two)
Response:
- A. Agent availability
- B. Forecasted call volume
- C. Shift start and end times
- D. Activity code adherence
Correct Answer: B,C 🗳️
Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
- A. Synchronize time-off with adherence data
- B. Approve time-off requests
- C. Adjust adherence penalties
- D. View agent availability
Correct Answer: A,B 🗳️
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