The Genesys GCX-GCP exam preparation guide is designed to provide candidates with necessary information about the Cloud CX Professional exam. It includes exam summary, sample questions, practice test, objectives and ways to interpret the exam objectives to enable candidates to assess the types of questions-answers that may be asked during the Genesys Cloud CX Professional Certification (GCX-GCP) exam.
It is recommended for all the candidates to refer the GCX-GCP objectives and sample questions provided in this preparation guide. The Genesys Cloud CX Professional certification is mainly targeted to the candidates who want to build their career in Genesys Cloud CX domain and demonstrate their expertise. We suggest you to use practice exam listed in this cert guide to get used to with exam environment and identify the knowledge areas where you need more work prior to taking the actual Genesys Cloud CX Professional Certification exam.
Genesys GCX-GCP Exam Summary:
|
Exam Name
|
Genesys Cloud CX Professional Certification |
| Exam Code | GCX-GCP |
| Exam Price | $580 USD |
| Duration | 120 minutes |
| Number of Questions | 55 |
| Passing Score | 65% |
| Recommended Training / Books |
Genesys Cloud CX: Contact Center Administration Genesys Cloud CX: Implementation Genesys Cloud CX: Reporting and Analytics |
| Schedule Exam | Kryterion Webassessor |
| Sample Questions | Genesys GCX-GCP Sample Questions |
| Recommended Practice | Genesys Cloud CX Professional Certification (GCX-GCP) Practice Test |
Genesys Cloud CX Professional Syllabus:
| Section | Objectives |
|---|---|
Genesys Cloud: Implementation |
|
| Genesys Cloud Platform and Collaborate |
- Describe the Genesys Cloud platform and contact center capabilities
- Identify the various licensing levels - Access Genesys Cloud apps via web and desktop |
| Configuration of Genesys Cloud Collaborate |
- Understand Collaborate configurations and org-level setup
- Add and manage locations - Configure sites - Add users to the organization - Work with groups and group workspaces |
| Genesys Cloud Communicate and Telephony |
- Describe Genesys Cloud Communicate features
- Understand Genesys Cloud Voice and telephony basics - Work with Edges - Work with phones - Configure trunks and external connections |
Genesys Cloud: Contact Center Administration |
|
| Genesys Cloud Platform and Contact Center Administration |
- Describe the Genesys Cloud Contact Center platform and features
- List the three levels of contact center licensing - Access and navigate Genesys Cloud Collaborate |
| ACD and Supervisor Tools |
- Describe ACD processing
- Explain interaction flow and queue design - Explore evaluation and routing combination methods - Configure agent utilization - Configure ACD and language skills - Configure Wrap-up codes - Configure after-call work - Activate and deactivate agents on queues - Describe ACD messaging - Monitor in-progress interactions - Understand Performance dashboards - Create and manage alerts |
| Roles, Permissions, and Divisions |
- List the types of roles and associated permissions
- Explain license management - Understand the purpose and use of divisions |
| Genesys Cloud Architect and Scripting |
- Describe the features and flow types available in Architect
- Understand basic flow design and flow management options - Work with prompts and reusable elements - Describe scripts and their basic functionality - Create and modify basic agent scripts |
| Outbound Dialing, QM, and WFM |
- Describe outbound dialing modes
- Configure contact lists and test dialing campaigns - Understand quality management features - Create and publish evaluation forms - Create recording policy - Use evaluator dashboards - Use quality admin dashboards |
Genesys Cloud: Reporting and Analytics |
|
| Dynamic Views and Performance Dashboards |
- Use Performance Dashboards to monitor activity
- Monitor agent status and presence for team management |