Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX
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Check Updated on: Oct 17, 2026
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Adherence and Intraday Monitoring | - Monitoring Activities
|
| Business Unit Configuration | - Business Structure Setup
|
| Workforce Management Fundamentals | - WFM Concepts
|
| Forecasting and Planning | - Forecast Operations
|
| Scheduling Management | - Schedule Operations
|
| Reporting and Performance Optimization | - Analytics and Reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
You need to create a blank schedule to add agents, create shifts, and configure schedule parameters according to your business requirements. Which option on the Schedules page should you select?
Response:
- A. Create
- B. Add
- C. Modify
- D. Generate
Correct Answer: D 🗳️
What is the primary function of a work plan in Genesys Cloud?
Response:
- A. To define shifts and work patterns for agents
- B. To assign specific call tasks to agents
- C. To manage call quality metrics
- D. To monitor real-time adherence
Correct Answer: A 🗳️
When configuring a work plan's daily shifts, what two components can be specified?
(Choose two)
Response:
- A. Agent pay rates
- B. Required activities
- C. Agent skill level
- D. Start and end times
Correct Answer: B,D 🗳️
Which two roles may have permission to manage activity codes in a management unit?
(Choose two)
Response:
- A. Workforce Manager
- B. IT Specialist
- C. Workforce Administrator
- D. Customer Service Representative
Correct Answer: A,C 🗳️
Which activity code setting determines if an activity is counted as part of adherence?
Response:
- A. Historical Adherence
- B. Compliance Setting
- C. Adherence Setting
- D. Real-Time Compliance
Correct Answer: C 🗳️
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