Genesys GE0-806 Exam Topics, Blueprint and Syllabus

The Genesys Certified Professional (GCP) program is open to current Genesys customers, partners and employees only. Passing the exam is only one part of the certification process. Genesys will need to verify that you are eligible for Genesys Certification before we can issue you a certificate and recognize your status as a Genesys Certified Professional. If you have any questions regarding your eligibility, please contact your local Genesys University training center.

The GCP8 – System Consultant, Genesys Workforce Management (GCP8 – CWFM) certification is primarily for consultants, system administrators and approved subcontractors worldwide that assist Genesys partners and customers in planning, installation and configuration of Genesys WFM solutions. This certification validates the candidate's comprehensive understanding of the Genesys Workforce Management solution components. A Genesys Certified Professional 8 – System Consultant for Genesys Workforce Management is recognized as having achieved a foundation knowledge in implementation procedures, basic troubleshooting, scheduling, forecasting and maintenance of a Genesys WFM 8 solution.

• Elements of a Workforce Management System
• Integration with the CIM Platform
• Web Architecture Overview
• WFM Web Clients
• WFM Servers/Applications
• WFM Database

• Using user names and passwords
• Installing the WFM server
• Installing/uninstalling WFM applications

• Genesys WFM Interfaces
• Using WFM Configuration Utility
• Using WFM DB Utility
• DB Sizing
• DB Exceptions
• WFM Integration

• 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

• 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

• 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

• 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

• 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

• 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

• 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