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Genesys GCX-WFM Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Intraday Management and Adherence	20%	- Adherence reporting and corrective actions - Making intraday adjustments to staffing and schedules - Real-time monitoring and adherence tracking - Handling exceptions and alerts
Topic 2: WFM Fundamentals and Setup	15%	- Overview of Workforce Management in Genesys Cloud CX - Core concepts: forecasting, scheduling, adherence - Role-based permissions and access control - Configuring business units, management units, and activity codes
Topic 3: Reporting, Analytics and Optimization	15%	- Key performance metrics and KPIs - Continuous optimization of forecasting and scheduling processes - WFM dashboards and standard reports - Analyzing performance and identifying improvement areas
Topic 4: Forecasting and Capacity Planning	25%	- Capacity planning and staffing requirement calculations - Creating and adjusting short-term and long-term forecasts - Accounting for seasonality, campaigns, and special events - Analyzing historical data and trends
Topic 5: Scheduling and Shift Management	25%	- Managing shifts, breaks, and activities - Time-off requests, approvals, and shift bidding - Building optimized agent schedules - Compliance with labor laws and business rules