Try Genesys : GCX-WFM valid & accurate questions and answers
Updated: Jul 31, 2026
No. of Questions: 100 Questions & Answers with Testing Engine
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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 |
| Passing Score: | 65% |
| Exam Duration: | 120 minutes |
| Available Languages: | English |
| Real Exam Qty: | 60 |
| 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 |
| 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 - WFM dashboards and standard reports - Continuous optimization of forecasting and scheduling processes - Analyzing performance and identifying improvement areas |
| Intraday Management and Adherence | 20% | - Making intraday adjustments to staffing and schedules - Adherence reporting and corrective actions - Real-time monitoring and adherence tracking - Handling exceptions and alerts |
| Forecasting and Capacity Planning | 25% | - Creating and adjusting short-term and long-term forecasts - Capacity planning and staffing requirement calculations - Analyzing historical data and trends - Accounting for seasonality, campaigns, and special events |
| Scheduling and Shift Management | 25% | - Time-off requests, approvals, and shift bidding - Managing shifts, breaks, and activities - Building optimized agent schedules - Compliance with labor laws and business rules |
| 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 |
Genesys Cloud CX Workforce Management Certification Sample Questions:
1. When setting up a work plan, which setting allows you to configure shift activities?
Response:
A) Activity Code Manager
B) Shift Configurator
C) Schedule Editor
D) Work Plan Editor
2. Which of the following is a benefit of synchronizing time-off requests?
Response:
A) It modifies daily call volume predictions
B) It integrates time-off with agent adherence data
C) It updates activity codes
D) It ensures requests align with agent skill levels
3. How long does it take for a load-based schedule to be generated?
Response:
A) 5 minutes
B) 15 minutes
C) 10 minutes
D) 20 minutes
4. What is the maximum number of queues supported by Genesys Cloud for a single Management Unit?
Response:
A) 100
B) 50
C) 150
D) 25
5. In Genesys Cloud, which two actions can be performed to validate a work plan?
(Choose two)
Response:
A) Add an approval signature
B) Ensure activities align with business needs
C) Verify agent login times
D) Check for scheduling conflicts
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: A | Question # 5 Answer: B,D |
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