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Genesys GCP-GCX exam consists of 60 multiple-choice questions and has a time limit of 90 minutes. GCP-GCX exam covers a wide range of topics, including call routing, IVR, chat, email, social media, reporting, and analytics. Candidates are required to score a minimum of 70% to pass the exam and obtain the certification. The GCP-GCX certification is valid for two years from the date of passing the exam, after which candidates need to renew their certification.
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Genesys GCP-GCX Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| User and Organization Management, Security, and Compliance | 15% | - User setup, roles, and permissions - Security settings and compliance requirements - Groups, departments, and organization structure |
| Genesys Cloud CX Architecture and Core Concepts | 20% | - Access and navigation - Platform overview and components - Licensing models and capabilities |
| Core Contact Center Configuration | 20% | - Queues, skills, and proficiency models - Schedules, holidays, and time zones - Scripts, flows, and IVR configuration |
| Reporting, Analytics, and Quality Management | 15% | - Dashboards, views, and standard reports - Custom reports and data insights - Call recording, evaluation forms, and quality monitoring |
| Integrations, Data Actions, and System Administration | 10% | - Data actions and web services - Third-party integrations and APIs - System maintenance, backup, and troubleshooting |
| Routing and Interaction Management | 20% | - Omnichannel interactions: voice, email, chat, messaging - ACD routing strategies - Architect flow design and implementation |
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