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 | $500 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: Contact Center Administration - 40% |
|
| Genesys Cloud Platform and CC Admin |
- Overview of Genesys Cloud Collaborate - List the features of Genesys Cloud contact center - List the three levels of contact center licensing |
| ACD and Supervisor Tools |
- Describe ACD processing - Explain interaction flow and queue design - Explore evaluation and routing combination methods - Configure agent utilization - Configure ACD skills and language skills - Configure wrap-up codes - Configure after call work - Activate and deactivate agents on queues - Configure ACD email in admin settings - Manage ACD email routing - Describe ACD messages - Understand performance dashboards - Create and manage alerts - Activate and deactivate agents in queues - Monitor in-progress interactions |
| Roles, Permissions, and Divisions |
- List the types of roles and permissions - Explain license management - Understand divisions |
| Genesys Cloud Architect and Scripting |
- Features of Genesys Cloud Architect - Describe the options for flow management - Work with prompts - Describe Scripts and understand basic script functionality - Create a basic script |
| Outbound Dialing, QM, and WFM |
- Describe Outbound Dialing modes - Explain Contact Lists - Configure and test an Outbound Power Dialing campaign - Understand quality policies - Describe how to enable call recording on a Trunk - Create a recording policy - Create and publish an Evaluation Form - Work on the Quality Evaluator Dashboard - Work on the Quality Administrator Dashboard - Explain Workforce Management - Work with Schedules - Explain Agents Schedule Detail view - Add a Blank Schedule |
Genesys Cloud: Implementation - 40% |
|
| Genesys Cloud Platform and Collaborate |
- Describe the Genesys Cloud contact center - Identify the various licensing levels - Understand Genesys Cloud platform - Access Genesys Cloud apps |
| Configurations of Genesys Cloud Collaborate |
- Understand Collaborate configurations - Add a Location - Configure Sites - Add people to the Organization - Work with Groups - Setup Group Workspaces |
| Features of Genesys Cloud Communicate |
- Understand features of Genesys Cloud Communicate - Describe Genesys Cloud Telephony - Describe Genesys Cloud Voice - Work with Edges - Configure the Genesys Cloud Edge Standard v2 - Describe Trunks in Genesys Cloud - Work with Phones |
Genesys Cloud: Reporting and Analytics - 20% |
|
| Dynamic Views |
- Use Performance Dashboards - Understand Queues view - Explain My Queues Activity view - Explain Queues Activity Detail view - Explain Queues Performance Summary view - Explain Agent Performance views - Explain Interaction view - Explain Skills Performance view - Manage your team through presence and status |