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Genesys GCP-GC-ADM Exam Syllabus

Genesys Cloud Certified Professional - Contact Center Administration

Last Update Apr 26, 2024
Total Questions : 60

What is Included in the Genesys GCP-GC-ADM Exam?

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GCP-GC-ADM Exam Details

Genesys GCP-GC-ADM Exam Detail

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Genesys GCP-GC-ADM Exam Overview :

Exam Name Genesys Cloud Certified Professional - Contact Center Administration
Exam Code GCP-GC-ADM
Official Information https://beyond.genesys.com/explore/course/exam-genesys-cloud-certified-professional-contact-center-admin
See Expected Questions Genesys GCP-GC-ADM Expected Questions in Actual Exam
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Genesys GCP-GC-ADM Exam Topics :

Section Weight Objectives
Genesys Cloud Collaborate  
  • Basic overview of the Genesys Cloud Platform and Administration
  • Overview of Genesys Cloud Collaborate
  • List the features of Genesys Cloud Contact Center
  • List the three levels of Contact Center licensing
Configure Automatic Call Distribution to optimize customer service  
  • Describe ACD processing
  • Explain interaction flow and queue design
  • Evaluation and routing combination
  • Configure agent utilization
  • Configure ACD Skills and Language Skills
  • Configure wrap-up codes
  • Configure After Call Work
  • Activate and deactivate agents on queues
  • Test ACD call routing
  • Configure ACD email in Admin settings
  • Test ACD email routing
  • Describe ACD Messages
Purpose and capabilities of Genesys Cloud Architect  
  • Features of Genesys Cloud Architect
  • Describe the options for Inbound
  • Describe how to create and edit System and User Prompts
Genesys Cloud Data Actions Integration  
  • Describe the function and purpose of the Genesys Cloud data actions Integration
Scripting in a Genesys Cloud contact center  
  • Describe Scripts and basic script functionality
Genesys Cloud Outbound Dialing  
  • Describe the Outbound Dialing modes
  • Explain the use of Contact Lists
  • Configure and test an Outbound Power Dialing campaign
Use of Reports and Dynamic Views  
  • List the main types of reports and describe their use
  • List the main Dynamic Views and describe their use
  • Configure and run an Interaction Details report
Quality Management in a Genesys Cloud contact center  
  • Quality Policies Overview
  • Describe how to enable call recording on a Trunk
  • Create a recording policy
  • Create and publish an Evaluation form
  • Quality Evaluator and Quality Administrator dashboards
Workforce Management in a Genesys Cloud contact center  
  • Workforce Management Overview
  • Working with Schedules
  • Benefits of scheduling agents
  • Create a manual schedule

Updates in the Genesys GCP-GC-ADM Exam Syllabus:

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