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Genesys GCP-GC-ADM (Genesys Cloud Certified Professional - Contact Center Administration) Exam is a certification exam designed to validate the technical skills and knowledge of professionals who work with Genesys Cloud contact center solutions. GCP-GC-ADM exam is specifically designed for contact center administrators who are responsible for managing, configuring, and optimizing the Genesys Cloud contact center platform. Through GCP-GC-ADM exam, candidates can demonstrate their expertise in various areas of contact center administration, including contact center architecture, routing, reporting, and integration.
The GCP-GC-ADM certification exam is ideal for contact center administrators, IT professionals, and support personnel who work with the Genesys Cloud platform. GCP-GC-ADM exam covers topics such as creating and managing users, configuring call flows, setting up queues, and monitoring system performance.
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Genesys Cloud platform is the most advanced cloud-based contact center solution, designed to deliver exceptional customer experiences. The GCP-GC-ADM certification exam is designed to test the candidate's knowledge of the Genesys Cloud platform, including its architecture, features, and functions.
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting, Analytics & Quality Management | 10% | - Standard and custom reports - Quality evaluation and recording - Dashboards and real-time monitoring |
| 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% | - Contact center licensing models - Platform components and services - Security and compliance fundamentals |
| Topic 4: User, Roles, and Permissions Management | 15% | - Agent and supervisor configuration - Role-based access control - Organizations, divisions, and sites |
| Topic 5: Telephony, Trunks & Outbound | 10% | - SIP trunks and phone configuration - Outbound dialing modes - Campaign and contact list setup |
| Topic 6: Architect Flows & IVR | 20% | - Data actions and integrations - Prompts, menus, and self-service - Inbound/outbound call flows |
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