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Latest 2025 Updated Genesys Cloud Certified Professional - Contact Center Administration Questions and Answers

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Exam Number : GCP-GC-ADM
Exam Name : Genesys Cloud Certified Professional - Contact Center Administration
Vendor Name : Genesys
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GCP-GC-ADM exam Format | GCP-GC-ADM Course Contents | GCP-GC-ADM Course Outline | GCP-GC-ADM exam Syllabus | GCP-GC-ADM exam Objectives

Exam Specification: GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration

Exam Name: GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration
Exam Code: GCP-GC-ADM
Exam Duration: 90 minutes
Passing Score: Not specified
Exam Format: Multiple-choice questions

Course Outline:

1. Introduction to Genesys Cloud Contact Center
- Overview of Genesys Cloud platform
- Key features and components of Genesys Cloud contact center
- Understanding contact center administration roles and responsibilities

2. Contact Center Configuration and Setup
- Setting up and configuring Genesys Cloud contact center
- Managing organizations, divisions, and users
- Configuring roles and permissions

3. Contact Routing and Queuing
- Configuring routing strategies and rules
- Defining queues and skills
- Configuring routing policies and priority

4. IVR and Call Flows
- Designing and configuring IVR (Interactive Voice Response) systems
- Creating and managing call flows
- Implementing self-service options and voice prompts

5. Agent Management and Performance
- Managing agent profiles and permissions
- Monitoring agent performance and productivity
- Configuring agent groups and teams

6. Reporting and Analytics
- Generating and interpreting contact center reports
- Analyzing contact center metrics and KPIs
- Using analytics tools for performance optimization

Exam Objectives:

1. Understand the features and components of Genesys Cloud contact center.
2. Configure and set up the contact center environment.
3. Manage organizations, divisions, users, roles, and permissions.
4. Configure contact routing strategies, queues, and skills.
5. Design and configure IVR systems and call flows.
6. Manage agent profiles, permissions, and teams.
7. Monitor agent performance and productivity.
8. Generate and analyze contact center reports and analytics.

Exam Syllabus:

Section 1: Introduction to Genesys Cloud Contact Center (10%)
- Overview of Genesys Cloud platform
- Contact center administration roles and responsibilities

Section 2: Contact Center Configuration and Setup (20%)
- Setting up and configuring Genesys Cloud contact center
- Managing organizations, divisions, and users
- Configuring roles and permissions

Section 3: Contact Routing and Queuing (20%)
- Routing strategies and rules
- Queues and skills configuration
- Routing policies and priority

Section 4: IVR and Call Flows (20%)
- IVR design and configuration
- Call flow creation and management
- Self-service options and voice prompts

Section 5: Agent Management and Performance (15%)
- Agent profiles and permissions
- Agent performance monitoring
- Agent groups and teams configuration

Section 6: Reporting and Analytics (15%)
- Contact center reports generation and interpretation
- Contact center metrics and KPI analysis
- Analytics tools for performance optimization

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GCP-GC-ADM PDF Q&A

PDF Questions and Answers	: 40
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The GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration exam is a certification program designed for individuals who work in contact center administration and management. The exam is focused on the administration of Genesys Cloud contact center platform, which is a cloud-based platform designed for customer engagement and customer experience management.

The exam covers various domains related to contact center administration and management, including contact center architecture and infrastructure, contact center administration and management, call routing, reporting and analytics, and integrations. The exam consists of 60 multiple-choice questions and should be completed within 90 minutes. The passing score for the exam is 70%.

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Achieving the GCP-GC-ADM certification demonstrates a high level of understanding of Genesys Cloud contact center administration and management. This certification is valuable for professionals who work in contact center administration and management and can lead to career advancement opportunities and increased earning potential.

Genesys also provides other certifications that cover various domains related to contact center management and administration. These certifications include the GCP-GC-APD Genesys Cloud Certified Professional - App Development and the GCP-GC-SD Genesys Cloud Certified Professional - Speech and Dialog.

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GCP-GC-ADM Genesys Cloud Certified Professional - Contact Center Administration exam is a certification program designed for professionals who work in contact center administration and management. The certification covers various domains related to contact center management and administration and demonstrates a high level of understanding of the Genesys Cloud contact center platform. Achieving the certification is valuable for professionals who work in this field and can lead to career advancement opportunities and increased earning potential. Genesys also provides other certifications that cover various domains related to contact center management and administration, allowing professionals to advance their skills and knowledge in this field.

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