Exam Code: GCX-WFM
Exam Name: Cloud CX Workforce Management Certification
Certification Provider: Genesys
Corresponding Certification: Genesys Cloud CX

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Updated: Aug 27, 2026

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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
Related Certifications:	Genesys Cloud CX: Workforce Engagement Management (WEM) Genesys Cloud CX certifications
Real Exam Qty:	60
Certificate Validity Period:	2 years (renewal/recertification recommended with product updates)
Exam Duration:	120 minutes
Exam Price:	$580 USD
Passing Score:	65%
Available Languages:	English
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
Adherence and Performance Management	- Performance metrics 1. Service level KPIs 2. Efficiency and utilization metrics - Agent adherence 1. Exception handling 2. Schedule adherence tracking
Reporting and Analytics	- WFM reporting 1. Historical reporting and analysis 2. Operational dashboards
Forecasting and Planning	- Demand forecasting 1. Volume and workload forecasting 2. Historical data analysis - Capacity planning 1. Shrinkage considerations 2. Staffing requirements
Scheduling	- Schedule generation 1. Constraint-based scheduling 2. Shift construction rules - Schedule optimization 1. Intraday adjustments 2. Adherence optimization
Workforce Management Overview	- WFM concepts in contact centers 1. Role of workforce management in CX operations 2. WFM components and lifecycle
Intraday Management	- Intraday adjustments 1. Reforecasting 2. Schedule changes and rebalancing - Real-time monitoring 1. Queue performance tracking 2. Service level monitoring

Genesys Cloud CX Workforce Management Certification Sample Questions:

Question 1

What is the forecast source data used for in Genesys Cloud?
Response:

A. To create backup schedules for agents
B. To analyze agent performance trends
C. To provide real-time call metrics
D. To predict future call patterns based on historical data

Question 2

In Genesys Cloud, which two actions can an administrator take within the Time-Off Requests Page to manage requests effectively?
(Choose two)
Response:

A. View agent availability during the requested period
B. Synchronize requests with real-time adherence data
C. Adjust shift adherence for time-off requests
D. Approve or deny time-off requests

Question 3

A management unit is required for managing scheduling and adherence tracking for specific agent groups within a business unit.
Response:

A. True
B. False

Question 4

In Genesys Cloud, what is the purpose of a blank schedule?
Response:

A. To reset an agent's adherence history
B. To clear previous adherence data
C. To create a template for new schedules without predefined shifts
D. To add a forecast for future shifts

Question 5

In Genesys Cloud, you can validate and save a work plan after configuring shifts and activities.
Response:

A. True
B. False

Solutions:

Question 1
Answer: D

Question 2
Answer: A,D

Question 3
Answer: A

Question 4
Answer: C

Question 5
Answer: A

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