Prepare with Genesys GCX-WFM exam practice material, pass for sure
Updated: Sep 13, 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 |
| Passing Score: | 65% |
| Exam Price: | $580 USD |
| Certificate Validity Period: | 2 years (renewal/recertification recommended with product updates) |
| Exam Format: | Multiple Choice, Multiple Select |
| Related Certifications: | Genesys Cloud CX: Workforce Engagement Management (WEM) Genesys Cloud CX certifications |
| Available Languages: | English |
| Exam Duration: | 120 minutes |
| Real Exam Qty: | 60 |
| 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 |
|---|---|
| Adherence and Performance Management | - Agent adherence
|
| Reporting and Analytics | - WFM reporting
|
| Intraday Management | - Real-time monitoring
|
| Scheduling | - Schedule generation
|
| Forecasting and Planning | - Capacity planning
|
| Workforce Management Overview | - WFM concepts in contact centers
|
Genesys Cloud CX Workforce Management Certification Sample Questions:
Which feature in Genesys Cloud allows you to adjust the predicted call volume?
Response:
- A. Real-Time Adherence
- B. Agent Scheduling
- C. Activity Code Editor
- D. Forecast Modification
Correct Answer: D 🗳️
Choose the metrics available in service goal templates.
Response:
- A. Abandonment Rate
- B. Average Handle Time
- C. Offered
- D. Average Speed of Answer
Correct Answer: A,D 🗳️
Synchronizing time-off requests helps integrate these requests into agent adherence data.
Response:
- A. False
- B. True
Correct Answer: B 🗳️
Which of the following best describes the primary purpose of workforce management in Genesys Cloud?
Response:
- A. To create interactive dashboards for customer interactions
- B. To provide automated responses to customer inquiries
- C. To handle billing and financial records
- D. To manage agent schedules, forecasting, and adherence
Correct Answer: D 🗳️
When setting up a business unit, which two configurations are critical for effective management?
(Choose two)
Response:
- A. Establish management units within the business unit
- B. Configure adherence tracking settings
- C. Add quality monitoring processes
- D. Set up recurring call reports
Correct Answer: A,B 🗳️
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