Genesys GCP-GC-ADM Exam Topics

Genesys GCP-GC-ADM Exam

Genesys Cloud Certified Professional - Contact Center Admin

Total Questions: 60

Last Updated : 08-04-2024

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

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Genesys GCP-GC-ADM Exam Overview :

Exam Name	Genesys Cloud Certified Professional - Contact Center Admin
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
Take Self-Assessment	Use Genesys GCP-GC-ADM Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure

Genesys GCP-GC-ADM Exam Topics :

Section	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 Topics:

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