Passing exam with GCX-WFM latest training materials
Prepare and pass exam with our Genesys GCX-WFM training material, here you will achieve your dream easily With TrainingQuiz!
Updated: Aug 08, 2026
No. of Questions: 100 Questions & Answers with Testing Engine
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The professional and accurate GCX-WFM Training Materials with the best precise contents is helping canidates pass for sure!
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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 |
| Related Certifications: | Genesys Cloud CX Certified Professional Genesys Cloud CX Administrator |
| Passing Score: | 65% |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 60 |
| Exam Price: | $580 USD |
| Exam Format: | Multiple Choice, Multiple Select |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| 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 |
|---|---|---|
| Reporting, Analytics and Optimization | 15% | - Key performance metrics and KPIs - Analyzing performance and identifying improvement areas - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes |
| WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Configuring business units, management units, and activity codes - Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence |
| Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events |
| Scheduling and Shift Management | 25% | - Compliance with labor laws and business rules - Building optimized agent schedules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding |
| Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which two actions are necessary when setting up a work plan?
(Choose two)
Response:
A) Assign call routing preferences
B) Monitor call quality metrics
C) Define shift activities
D) Configure daily shifts
2. What is the primary function of a work plan in Genesys Cloud?
Response:
A) To assign specific call tasks to agents
B) To manage call quality metrics
C) To monitor real-time adherence
D) To define shifts and work patterns for agents
3. Which two actions can be performed in the Forecast Editor to help plan future schedules accurately?
(Choose two)
Response:
A) Analyze historical call volume data
B) Approve time-off requests within the forecast
C) Generate agent performance reports
D) Add a forecast modification based on anticipated call volume changes
4. Which setting in a work plan is configured to define the tasks agents perform during their shifts?
Response:
A) Activity Codes
B) Schedule Settings
C) Shift Configuration
D) Adherence Tracking
5. In Genesys Cloud, what does the historical adherence feature provide?
Response:
A) An overview of agent activities across shifts
B) A record of all calls handled by agents
C) A historical view of adherence metrics over a specified period
D) A list of agent credentials
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: D | Question # 3 Answer: B,D | Question # 4 Answer: A | Question # 5 Answer: C |
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