Genesys GE0-806 Exam Topics

Genesys GE0-806 Exam Overview :

Exam Name:	Genesys Certified Professional 8 System Consultant, Genesys Workforce Management (GCP8 - CWFM)
Exam Code:	GE0-806
Certifications:	Genesys Certified Professional Certification
See Expected Questions:	Genesys GE0-806 Expected Questions in Actual Exam

Genesys GE0-806 Exam Objectives :

Section	Objectives
A. Explain the architecture and functionality of the Genesys Workforce Management System	Elements of a Workforce Management System Integration with the CIM Platform Web Architecture Overview WFM Web Clients WFM Servers/Applications WFM Database
B. WFM Installation	Using user names and passwords Installing the WFM server Installing/uninstalling WFM applications
C. Initial WFM Configuration	Genesys WFM Interfaces Using WFM Configuration Utility Using WFM DB Utility DB Sizing DB Exceptions WFM Integration
D. WFM Configuration Options	Set up Organization Create Activities Confirm Skills Setup Security Roles Organization Agent Teams Create Activities Confirm Skills Configure Activity Statistics Create and Configure Business Unit (BU) Create Workload Forecast for Multi-Site Activity (MSA) Split Volume and Staffing for Multi-Site Activity
E. Configure WFM Policy Options	Configure Activity Policies Create Contracts Assign Agents to contracts Create Shifts Assign Shift to Contracts Create Activity Sets Setup Activity Policies Create Contracts Create Contract Profiles Assign Agents to Contracts Create Shifts Assign Shifts to Contracts
F. WFM Scheduling	Rotating Patterns Exceptions Marked Time Meeting Scheduling Create, edit and delete Web Preferences Review Web Agent navigation Review Agent Preference options Search WFM Calendar Managing Calendar items (modify, approve, decline) Change filter settings for the Calendar views Create a Scenario Define the Scenario elements Build a Schedule Review and edit Scenario Schedule Publishing a Schedule Review Schedule as Agent Use the Commit-Rollback feature Swap Agents Schedule Meeting Scheduler Review Schedule Notifications Use the Rebuild Schedule wizard
G. Forecasting	Build IV Build AHT Build Staffing Publish Forecast Review Master Forecast Configure in Factors and Events Build a forecast scenario with an event Create a scenario and define the scenario elements. Build Interaction Volume Forecast Universal Engine Expert Average Engine Build Average Handle Time Forecast Configure in Factors and Events Define a IV Template Define a IV Overlap template Build Staffing Forecast Define Calculated forecast Define Required forecast Modify/ adjust required staffing numbers Publish the Forecast. Open and review master forecast Open and review Historical Volumes
H. Time Off, Trading and Bidding	Setting Up Time off Management Setup Time off Types Setup Time off Rules Set up Time off Limits (WFM Web Supervisor) Agents request time off Supervisors Approve / Decline time off Setting Up Trading Create schedule trade proposals as an agent Respond to other agents’ trade proposals Accept or Decline a schedule trade as a Supervisor Set Up Schedule Bidding Create a Bidding scenario Rank schedules Complete the Auto assignment and publish bidding schedule
I. Monitoring WFM	Display the list of available reports Create a report Use a Report Viewer to review reports Export a report to a local file Identify fields in the schedule reports Build character list of report categories Display the Performance views for each object Set Alerts Perform “what-if” calculations Set the Detail and Graphical views for Adherence Filter the states to show in the Details View Create new schedule state group Assign schedule elements to a schedule state group
J. WFM Solution Maintenance	Maintaining Configuration Observe problems in reporting or statistics Interpret Workforce Manager log files Troubleshooting Configuration to Check for errors Troubleshooting Job failures Identifying errors caused by: database, network issues, schedule conflicts Maintaining Configuration
Official Information	https://genbin.genesys.com/old/resources/training/certification/Exam_Study_Guide_GCP8_CWFM.pdf

Updates in the Genesys GE0-806 Exam Topics:

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