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Genesys GCP-GC-ADM Exam Syllabus

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Before starting your GCP-GC-ADM exam preparation, it is recommended to review the complete Genesys Cloud Certified Professional - Contact Center Admin exam syllabus and carefully go through the exam objectives listed below. Once you understand the exam structure and objectives, you should practice using our free GCP-GC-ADM questions. We also provide premium GCP-GC-ADM practice test, fully updated according to the latest exam objectives, to help you accurately assess your preparedness for the actual exam.

Genesys
Vendor
GCP-GC-ADM
Exam Code
60
Total Questions
9
Total Exam Domains

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GCP-GC-ADM EXAM QUESTIONS

Genesys GCP-GC-ADM Exam Objectives

Section 1: Genesys Cloud Collaborate
Weight:
-
  • 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
Section 2: Configure Automatic Call Distribution to optimize customer service
Weight:
-
  • 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
Section 3: Purpose and capabilities of Genesys Cloud Architect
Weight:
-
  • Features of Genesys Cloud Architect
  • Describe the options for Inbound
  • Describe how to create and edit System and User Prompts
Section 4: Genesys Cloud Data Actions Integration
Weight:
-
  • Describe the function and purpose of the Genesys Cloud data actions Integration
Section 5: Scripting in a Genesys Cloud contact center
Weight:
-
  • Describe Scripts and basic script functionality
Section 6: Genesys Cloud Outbound Dialing
Weight:
-
  • Describe the Outbound Dialing modes
  • Explain the use of Contact Lists
  • Configure and test an Outbound Power Dialing campaign
Section 7: Use of Reports and Dynamic Views
Weight:
-
  • 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
Section 8: Quality Management in a Genesys Cloud contact center
Weight:
-
  • 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
Section 9: Workforce Management in a Genesys Cloud contact center
Weight:
-
  • Workforce Management Overview
  • Working with Schedules
  • Benefits of scheduling agents
  • Create a manual schedule
Info
https://beyond.genesys.com/explore/course/exam-genesys-cloud-certified-professional-contact-center-admin