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