Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
Certification Provider: Genesys
Corresponding Certification: Genesys Certified Professional
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Genesys GCP-GC-ADM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics & Quality Management | 10% | - Quality evaluation and recording - Dashboards and real-time monitoring - Standard and custom reports |
| Topic 2: Contact Center Configuration & Routing | 25% | - Wrap-up codes and after-call work - ACD processing and flow design - Queues, skills, and language routing |
| Topic 3: Genesys Cloud Platform Overview & Architecture | 20% | - Platform components and services - Security and compliance fundamentals - Contact center licensing models |
| Topic 4: Telephony, Trunks & Outbound | 10% | - Campaign and contact list setup - Outbound dialing modes - SIP trunks and phone configuration |
| Topic 5: User, Roles, and Permissions Management | 15% | - Role-based access control - Organizations, divisions, and sites - Agent and supervisor configuration |
| Topic 6: Architect Flows & IVR | 20% | - Inbound/outbound call flows - Data actions and integrations - Prompts, menus, and self-service |
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