System Consultant, Workforce Management (GCP7-CWFM)

GCP7 - CWFM Study Guide

The Genesys Certified Professional v7- System Consultant, Workforce Management (GCP7-CWFM) is primarily targeted for WFM System Consultants who may be Genesys Partners, consultants and/or members of the customer’s technical support staff who are responsible for installing, configuring, monitoring and supporting Genesys Workforce Management solutions. This certification validates the candidate’s comprehensive understanding of the Genesys Workforce Management solution components and how they effectively work together. A Genesys Certified Professional 7 – System Consultant Workforce Management is recognized as having achieved a foundation knowledge in implementation procedures, basic troubleshooting and maintenance of a Genesys WFM solution.

Recommended Preparatory Track for GCP7-CWFM

In order to achieve the GCP7- CWFM designation, candidates must pass a rigorous certification exam which tests mastery and understanding of the solutions and skill-sets specified below. Genesys University highly recommends that candidates seeking certification follow the certification preparatory track shown below. The preparatory track, coupled with hands-on experience, will increase the probability of passing the exam.

Course descriptions are linked from the diagram.

*Prerequisites for WFT

GCP7-CWFM Skill-Set Objectives:

There are 10 general skill-set (or topic) categories covered on the CWFM exam (see below). These topics are consistent with the topics presented in both the “Configuring, Forecasting and Scheduling with Workforce Manager 7” (WFP7) and the “Workforce Manager Troubleshooting Workshop 7” (WFT) Genesys University training courses. Not all CWFM questions from all 10 topic categories will be presented to all candidates.

1. 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
2. WFM Installation
   • Using user names and passwords
   • Installing the WFM server
   • Installing/uninstalling WFM applications
3. Initial WFM Configuration
   • Genesys WFM Interfaces
   • Using WFM Configuration Utility
   • Using WFM DB Utility
   • DB Sizing
   • DB Exceptions
   • WFM Integration
4. 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
5. Configure WFM Policy Options
   • Configure Activity Policies
   • Create Contracts
   • Assign Agents to contracts
   • Create Shifts
   • Assign Shift to Contracts
   • Create Activity Sets
   • Set up Activity Policies
   • Create Contracts
   • Create Contract Profiles
   • Assign Agents to contracts
   • Create Shifts
   • Assign Shifts to Contacts
6. WFM Scheduling
   • Rotating Patterns
   • Exceptions
   • Marked time
   • Meeting Scheduling
   • Create, edit and delete Web Preferences
   • Review Web Agent navigation
   R
   • eview Agent Preference options
   • Search WFM Calendar
   • Calendar items (modify, approve, decline)
   • Change filter setting for the Calendar views
   • Create a scenario
   • Define the scenario elements.
   • Build a schedule
   • Review and edit scenario schedule
   • Publish schedule
   • Review schedule as Agent
   • Use the Commit-Rollback feature
   • Swap Agents schedule
   • Meeting Scheduler
   • Review schedule notifications
   • Use the Rebuild schedule wizard
7. 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
8. 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
9. 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
10. 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