Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
Certification Provider: Genesys
Corresponding Certification: Genesys Certified Professional
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For more info read reference
Genesys GCP-GC-ADM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Architect Flows & IVR | 20% | - Data actions and integrations - Prompts, menus, and self-service - Inbound/outbound call flows |
| Reporting, Analytics & Quality Management | 10% | - Dashboards and real-time monitoring - Standard and custom reports - Quality evaluation and recording |
| Contact Center Configuration & Routing | 25% | - ACD processing and flow design - Wrap-up codes and after-call work - Queues, skills, and language routing |
| User, Roles, and Permissions Management | 15% | - Agent and supervisor configuration - Organizations, divisions, and sites - Role-based access control |
| Telephony, Trunks & Outbound | 10% | - Outbound dialing modes - Campaign and contact list setup - SIP trunks and phone configuration |
| Genesys Cloud Platform Overview & Architecture | 20% | - Security and compliance fundamentals - Platform components and services - Contact center licensing models |
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