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The GCP-GC-ADM exam covers a wide range of topics related to contact center administration using Genesys Cloud. It tests the candidate's ability to configure and manage routing strategies, create and manage users and roles, configure and manage reporting and analytics, and troubleshoot common issues. Genesys Cloud Certified Professional - Contact Center Administration certification is ideal for individuals who are responsible for managing and administering contact centers, including contact center managers, administrators, and support staff.
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To obtain this certification, candidates must demonstrate their expertise in several areas, including managing users and permissions, configuring and customizing contact center workflows, and troubleshooting common issues in the Genesys Cloud environment. Genesys Cloud Certified Professional - Contact Center Administration certification is valid for two years and can be renewed by taking a recertification exam or completing continuing education requirements. As an industry-recognized credential, the Genesys GCP-GC-ADM certification demonstrates mastery of the latest contact center technologies and best practices, making it an indispensable asset for professionals looking to advance their careers in this field.
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Genesys GCP-GC-ADM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics & Quality Management | 10% | - Dashboards and real-time monitoring - Standard and custom reports - Quality evaluation and recording |
| Telephony, Trunks & Outbound | 10% | - Campaign and contact list setup - Outbound dialing modes - SIP trunks and phone configuration |
| Architect Flows & IVR | 20% | - Prompts, menus, and self-service - Inbound/outbound call flows - Data actions and integrations |
| User, Roles, and Permissions Management | 15% | - Organizations, divisions, and sites - Role-based access control - Agent and supervisor configuration |
| Contact Center Configuration & Routing | 25% | - Queues, skills, and language routing - ACD processing and flow design - Wrap-up codes and after-call work |
| Genesys Cloud Platform Overview & Architecture | 20% | - Security and compliance fundamentals - Contact center licensing models - Platform components and services |
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