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Updated: Aug 05, 2026
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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 |
| Exam Duration: | 120 minutes |
| Available Languages: | English |
| Exam Price: | $580 USD |
| Related Certifications: | Genesys Cloud CX Certified Professional Genesys Cloud CX Administrator |
| Exam Format: | Multiple Choice, Multiple Select |
| Certificate Validity Period: | 2 years |
| Real Exam Qty: | 60 |
| Passing Score: | 65% |
| 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 |
|---|---|---|
| Forecasting and Capacity Planning | 25% | - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts - Analyzing historical data and trends - Capacity planning and staffing requirement calculations |
| Scheduling and Shift Management | 25% | - Building optimized agent schedules - Compliance with labor laws and business rules - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities |
| Intraday Management and Adherence | 20% | - Real-time monitoring and adherence tracking - Handling exceptions and alerts - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions |
| Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Continuous optimization of forecasting and scheduling processes - Key performance metrics and KPIs |
| WFM Fundamentals and Setup | 15% | - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. Which component in the Schedule Editor helps create load-based schedules?
Response:
A) Shift Optimizer
B) Activity Code Editor
C) Call Volume Manager
D) Schedule Generator
2. What is the primary purpose of configuring service goal templates in workforce management?
Response:
A) To manage holiday schedules
B) To automate adherence tracking
C) To set billing standards
D) To establish performance targets like service level or average handle time
3. Which two actions can be managed within the Time-Off Requests Page?
(Choose two)
Response:
A) Adjust adherence penalties
B) Synchronize time-off with adherence data
C) View agent availability
D) Approve time-off requests
4. In workforce management, how can an admin add an activity code?
Response:
A) Directly in the Queue Settings
B) Within the Management Unit Configuration
C) Through the Business Unit Manager
D) Via the Activity Code Editor in the Admin panel
5. Which two steps are essential in working with forecasts in Genesys Cloud?
(Choose two)
Response:
A) Add a forecast modification
B) Validate agent certifications
C) Analyze historical call patterns
D) Configure service level goals
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: B,D | Question # 4 Answer: B | Question # 5 Answer: A,C |
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