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Exam Information
Official specifications published by Genesys
Exam Format
120 min
85
Not publicly disclosed
Professional
Registration
Contact Genesys for pricing
Pearson VUE or online proctoring
English
Validity
3 years
Retake the current version of the exam; Pass a higher-level Genesys certification exam; Complete Genesys continuing education requirements
GE0-806 Exam Topics and Domains
GE0-806 is organized into 6 weighted domains. Expect to work with WFM Configuration Utility, WFM Data Aggregator, WFM Scheduler, WFM Web for Supervisors, and more.
1
WFM Architecture and Components
20%
WFM Server Architecture
WFM Server Roles and ConfigurationsLoad Balancing Strategies
- Understand the architecture of Genesys WFM system
- Identify roles of different WFM server types
- Configure server redundancy and load balancing
- Plan WFM deployment architecture
WFM Core Components
WFM Data AggregatorWFM SchedulerWFM Builder and Configuration UtilityWFM Web Applications
- Understand the functionality of each WFM component
- Identify which component performs specific tasks
- Configure and integrate WFM components
- Troubleshoot component interactions
Integration with Genesys Platform
Stat Server IntegrationGenesys Platform 8 Integration
- Integrate WFM with Genesys Platform 8 components
- Configure Stat Server connectivity for RTA
- Understand data flow in integrated environment
- Optimize integration for performance
2
WFM Installation and Configuration
15%
Initial WFM Installation
WFM Server InstallationDatabase Configuration
- Install WFM Server components correctly
- Configure WFM database according to requirements
- Use appropriate documentation for database sizing
- Perform post-installation validation
WFM Configuration and Setup
Using WFM Configuration UtilityWeb Preferences ConfigurationActivity Statistics Configuration
- Use WFM Configuration Utility effectively
- Create and manage Web Preferences
- Configure Activity Statistics for workforce tracking
- Customize WFM system for organizational needs
Access Rights and Security
Access Rights ManagementWFM System Security
- Configure access rights for different user roles
- Implement WFM security best practices
- Ensure data privacy and compliance
- Manage user permissions effectively
3
Workforce Management Fundamentals
25%
Primary WFM Elements
Core WFM ComponentsWFM Workflow and Process
- Identify primary elements of workforce management
- Understand WFM workflow from start to finish
- Distinguish between core and auxiliary WFM features
- Apply WFM principles to contact center operations
Forecasting
Forecasting Methods and TechniquesShrinkage Calculations
- Apply various forecasting methods to predict call volumes
- Use historical data for accurate forecasting
- Calculate and account for shrinkage
- Improve forecast accuracy over time
Scheduling
Scheduling Principles and StrategiesWork Types and ActivitiesMulti-Skilled Agent Scheduling
- Create and optimize agent schedules
- Manage different work activity types
- Schedule multi-skilled agents efficiently
- Apply scheduling best practices
Adherence Monitoring
Real-Time Adherence (RTA)Historical Adherence Analysis
- Monitor and manage real-time adherence
- Analyze historical adherence trends
- Use adherence data for workforce optimization
- Improve agent adherence over time
Service Factor and Performance Metrics
Service Factor CalculationsPerformance Metrics and KPIs
- Calculate and apply Service Factor
- Use Service Factor in workforce planning
- Track and analyze WFM performance metrics
- Make data-driven workforce decisions
4
Scheduling and Calendar Management
20%
Calendar Management
Managing Calendar ItemsCalendar View Customization
- Manage calendar items effectively
- Approve and decline calendar requests
- Customize calendar views for users
- Use calendar for accurate scheduling
Schedule Creation and Modification
Schedule Modification Using Configuration UtilityShift Creation and Management
- Modify schedules using WFM Configuration Utility
- Create shifts and shift patterns
- Optimize schedules for coverage and efficiency
- Manage shift assignments
Advanced Scheduling Features
Time Off, Trading, and BiddingSchedule Constraints and Rules
- Configure time off, trading, and bidding features
- Enable agent self-service scheduling
- Implement scheduling constraints and rules
- Ensure schedule compliance with policies
5
Agent Management and Self-Service
10%
Agent Self-Service Features
Agent Access and CapabilitiesShift Trading and SwappingTime Off and Bidding Requests
- Configure agent self-service features
- Enable shift trading and swapping
- Set up time off and bidding workflows
- Empower agents with appropriate self-service capabilities
Access Rights and Permissions
Scheduling Module Access RightsUser Role Configuration
- Configure access rights to scheduling modules
- Implement role-based access control
- Define and assign user roles appropriately
- Maintain WFM security through access management
6
Reporting and Analysis
10%
WFM Reporting
Report Creation and CustomizationHistorical Adherence Reporting
- Create and customize WFM reports
- Generate historical adherence reports
- Use reporting for trend analysis
- Understand reporting capabilities and limitations
Data Analysis and Optimization
Real-Time Adherence AnalysisPerformance AnalyticsData Aggregation and Collection
- Analyze real-time adherence data
- Use WFM analytics for decision-making
- Understand data aggregation processes
- Optimize workforce through data insights
How do I earn this certification?
Passing GE0-806 earns the Genesys Certified Professional 8 - Workforce Management certification. It sits in the Workforce Management track.
Current Level Exams
- GE0-803 - GCP8-System Consultant Voice Platform
- GE0-807 - GCP8-System Consultant, Outbound Voice
Next Level Options
GCX-WFM - Genesys Cloud CX: Workforce Management Certification Cloud platform upgrade path for WFM specialists
Alternative Paths
- GE0-803 - GCP8-System Consultant Voice Platform Complementary skills for comprehensive Genesys Platform 8 expertise
- GE0-807 - GCP8-System Consultant, Outbound Voice Expands expertise to outbound campaign management
- GCX-ARX - Genesys Cloud CX: Architect Certification Cloud architecture skills for migration planning
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
Use the official PlanetCert Practice Test alongside the study plan below to prepare efficiently for GE0-806.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2025-09-04
Updates
- Genesys Platform 8 WFM 8.x Exam content stable; focus on existing Platform 8 features • Release date: Legacy platform - no major new releases expected
- Genesys Cloud CX WFM Cloud-based (continuously updated) Separate certification (GCX-WFM) available and recommended for cloud deployments • Release date: Ongoing updates
Who should take this exam?
This exam is typically taken by WFM System Consultants and Contact Center Administrators.
- Experience with Genesys Platform 8 deployment and configuration
- Contact center operations knowledge
- Understanding of workforce management principles
- Familiarity with Genesys architecture and components
- Hands-on experience with WFM Server, Data Aggregator, and Scheduler