Genesys Cloud CX Professional Certification Exam Syllabus

GCX-GCP Dumps Questions, GCX-GCP PDF, Cloud CX Professional Exam Questions PDF, Genesys GCX-GCP Dumps Free, Cloud CX Professional Official Cert Guide PDF, Genesys Cloud CX Professional Dumps, Genesys Cloud CX Professional PDFThe 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: 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
- Understand and interpret:

  • Queues view
  • My Queues Activity view
  • Queues Activity Detail view
  • Queues Performance Summary view
  • Agent performance views
  • Skills performance views
  • Interaction view

- Monitor agent status and presence for team management
Rating: 4.8 / 5 (108 votes)