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Genesys GCP-GC-ADM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Architect Flows & IVR | 20% | - Prompts, menus, and self-service - Inbound/outbound call flows - Data actions and integrations |
| Topic 2: Genesys Cloud Platform Overview & Architecture | 20% | - Platform components and services - Security and compliance fundamentals - Contact center licensing models |
| Topic 3: User, Roles, and Permissions Management | 15% | - Agent and supervisor configuration - Role-based access control - Organizations, divisions, and sites |
| Topic 4: Reporting, Analytics & Quality Management | 10% | - Standard and custom reports - Dashboards and real-time monitoring - Quality evaluation and recording |
| Topic 5: Telephony, Trunks & Outbound | 10% | - Campaign and contact list setup - Outbound dialing modes - SIP trunks and phone configuration |
| Topic 6: Contact Center Configuration & Routing | 25% | - Wrap-up codes and after-call work - ACD processing and flow design - Queues, skills, and language routing |
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