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Updated: Sep 05, 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 (GCX-WFM) |
| Exam Number: | GCX-WFM |
| Real Exam Qty: | 60 |
| Exam Duration: | 120 minutes |
| Related Certifications: | Genesys Cloud CX certifications Genesys Cloud CX: Workforce Engagement Management (WEM) |
| Available Languages: | English |
| Exam Price: | $580 USD |
| Certificate Validity Period: | 2 years (renewal/recertification recommended with product updates) |
| Passing Score: | 65% |
| Exam Format: | Multiple Choice, Multiple Select |
| Sample Questions: | Genesys GCX-WFM Sample Questions |
| Exam Way: | Online proctored exam via Genesys authorized testing provider (e.g., Kryterion/Webassessor) |
| Pre Condition: | Recommended familiarity with Genesys Cloud CX platform and contact center operations concepts |
Genesys GCX-WFM Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Forecasting and Planning | - Capacity planning
|
| Reporting and Analytics | - WFM reporting
|
| Workforce Management Overview | - WFM concepts in contact centers
|
| Adherence and Performance Management | - Agent adherence
|
| Intraday Management | - Real-time monitoring
|
| Scheduling | - Schedule optimization
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Question 1
Which feature allows you to partition agents based on the types of interactions they handle?
Response:
A. Service Goal Groups
B. Workplans
C. Forecast
D. Management Units
Question 2
Which term describes the process of adjusting a schedule based on load demands?
Response:
A. Forecast Scaling
B. Load-Based Scheduling
C. Capacity Planning
D. Adherence Matching
Question 3
Which feature in Genesys Cloud allows agents to exchange their shifts?
Response:
A. Real-Time Shift Monitor
B. Swap Shifts
C. Adherence Tracking
D. Schedule Reset
Question 4
When creating a management unit, what key principle must be considered?
Response:
A. Organizing agents by their daily availability
B. Enforcing hourly task completion
C. Ensuring minimal agent interaction
D. Aligning agents with specific scheduling requirements
Question 5
In Genesys Cloud, which feature allows administrators to manually adjust predicted call volume based on upcoming events or historical trends?
Response:
A. Schedule Editor
B. Adherence Tracker
C. Service Level Adjustment
D. Forecast Modification
Solutions:
| Question 1 Answer: D | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: D | Question 5 Answer: D |
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