Genesys GCX-WFM : Cloud CX Workforce Management Certification
- Exam Code: GCX-WFM
- Exam Name: Cloud CX Workforce Management Certification
- Updated: Sep 26, 2026
- Q & A: 100 Questions and Answers
About Genesys GCX-WFM Exam
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Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Adherence and Intraday Monitoring | - Monitoring Activities
|
| Topic 2: Workforce Management Fundamentals | - WFM Concepts
|
| Topic 3: Forecasting and Planning | - Forecast Operations
|
| Topic 4: Business Unit Configuration | - Business Structure Setup
|
| Topic 5: Scheduling Management | - Schedule Operations
|
| Topic 6: Reporting and Performance Optimization | - Analytics and Reporting
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which setting should be enabled to track both scheduled and actual agent activities?
Response:
- A. Adherence Sync
- B. Real-Time Monitoring
- C. Adherence Matching
- D. Schedule Adherence Tracking
Correct Answer: D 🗳️
Which action can be taken if an agent's time-off request does not meet scheduling needs?
Response:
- A. Automatically apply adherence penalties
- B. Assign the request to the agent's supervisor for review
- C. Approve the request and adjust forecast data
- D. Deny the request and provide feedback on availability
Correct Answer: D 🗳️
Which two components are configured in a service goal template?
(Choose two)
Response:
- A. Average Handle Time
- B. Forecast Editor
- C. Call Volume Reports
- D. Service Level
Correct Answer: A,D 🗳️
What is the primary use of intraday monitoring?
Response:
- A. To compare adherence between departments
- B. To monitor current day's adherence and activity
- C. To adjust agent roles
- D. To view agent adherence on a weekly basis
Correct Answer: B 🗳️
You are creating a work plan on Genesys Cloud for your agents. Which option in a work plan lets you specify the limit on the amount of time an agent can work during a week?
Response:
- A. Weekly Paid Time
- B. Daily Paid Time Divisible By
- C. Work Time Constrains
- D. Minimum Time Between Shifts
Correct Answer: A 🗳️
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