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Updated: Aug 18, 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 |
| Exam Price: | $580 USD |
| Certificate Validity Period: | 2 years |
| Passing Score: | 65% |
| Available Languages: | English |
| Related Certifications: | Genesys Cloud CX Certified Professional Genesys Cloud CX Administrator |
| Exam Format: | Multiple Choice, Multiple Select |
| Real Exam Qty: | 60 |
| 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 |
|---|---|---|
| Topic 1: Forecasting and Capacity Planning | 25% | - Analyzing historical data and trends - Capacity planning and staffing requirement calculations - Accounting for seasonality, campaigns, and special events - Creating and adjusting short-term and long-term forecasts |
| Topic 2: Intraday Management and Adherence | 20% | - Handling exceptions and alerts - Real-time monitoring and adherence tracking - Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules |
| Topic 3: WFM Fundamentals and Setup | 15% | - Role-based permissions and access control - Overview of Workforce Management in Genesys Cloud CX - Configuring business units, management units, and activity codes - Core concepts: forecasting, scheduling, adherence |
| Topic 4: Reporting, Analytics and Optimization | 15% | - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas - Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes |
| Topic 5: Scheduling and Shift Management | 25% | - Compliance with labor laws and business rules - Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Building optimized agent schedules |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. The forecast editor in Genesys Cloud primarily serves which purpose?
Response:
A) To define agent skill levels
B) To handle quality assurance
C) To manage agent interactions
D) To predict call volume and scheduling needs
2. When setting up a work plan, which setting allows you to configure shift activities?
Response:
A) Schedule Editor
B) Activity Code Manager
C) Shift Configurator
D) Work Plan Editor
3. Which of the following attributes are assigned to agents to ensure that interactions are routed to the most appropriate agent?
(Choose two options)
Response:
A) Languages
B) A Score
C) Skills
D) Desire to Use
4. Who has the necessary permissions to cancel time-off requests?
Response:
A) Supervisor
B) Agent
C) User
D) Administrator
5. Which two actions can an administrator take in the Schedule Editor?
(Choose two)
Response:
A) Deny adherence exceptions
B) Approve quality control metrics
C) Edit individual agent shifts
D) Generate a load-based schedule
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: D | Question # 3 Answer: A,C | Question # 4 Answer: B | Question # 5 Answer: C,D |
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