Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Updated: Sep 30, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Adherence and Intraday Monitoring | - Monitoring Activities
|
| Topic 2: Forecasting and Planning | - Forecast Operations
|
| Topic 3: Reporting and Performance Optimization | - Analytics and Reporting
|
| Topic 4: Workforce Management Fundamentals | - WFM Concepts
|
| Topic 5: Business Unit Configuration | - Business Structure Setup
|
| Topic 6: Scheduling Management | - Schedule Operations
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which two features are accessible within the forecast editor?
(Choose two)
Response:
- A. Modifying forecast data based on trends
- B. Setting agent skill priorities
- C. Adjusting forecasted call volumes
- D. Adding historical adherence data
Correct Answer: A,C 🗳️
Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:
- A. Deny the request and provide feedback on availability
- B. Assign the request to the agent's supervisor for review
- C. Approve the request and adjust forecast data
- D. Automatically apply adherence penalties
Correct Answer: A 🗳️
Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
- A. Synchronize time-off with adherence data
- B. View agent availability
- C. Approve time-off requests
- D. Adjust adherence penalties
Correct Answer: A,C 🗳️
Who has the necessary permissions to cancel time-off requests?
Response:
- A. Supervisor
- B. Administrator
- C. Agent
- D. User
Correct Answer: C 🗳️
Which role typically has permission to create and configure a business unit?
Response:
- A. Customer Service Manager
- B. Workforce Administrator
- C. Quality Assurance Specialist
- D. Agent
Correct Answer: B 🗳️
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