The Genesys GCX-QM exam preparation guide is designed to provide candidates with necessary information about the Cloud CX Quality Management 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 Quality Management Certification (GCX-QM) exam.
It is recommended for all the candidates to refer the GCX-QM objectives and sample questions provided in this preparation guide. The Genesys Cloud CX Quality Management 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 Quality Management Certification exam.
Genesys GCX-QM Exam Summary:
|
Exam Name
|
Genesys Cloud CX Quality Management Certification |
| Exam Code | GCX-QM |
| 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: Quality Management |
| Schedule Exam | Kryterion Webassessor |
| Sample Questions | Genesys GCX-QM Sample Questions |
| Recommended Practice | Genesys Cloud CX Quality Management Certification (GCX-QM) Practice Test |
Genesys Cloud CX Quality Management Syllabus:
| Section | Objectives |
|---|---|
| Introduction to Quality Management |
- Discuss the importance of quality management - Describe the quality evaluation process - Explain the roles and permissions for Genesys Cloud Quality Management |
| Quality Evaluation and Calibration |
- Understand the overview of an evaluation form - Create and publish an evaluation form - Add a question group to an evaluation form - Configure a fatal question - Explain evaluation form weights - Explain evaluation form question branching - Edit an evaluation form - Delete an evaluation form - Review a published evaluation form - Understand the overview of a calibration process - Conduct a calibration - Create a calibration policy |
| Quality Management Policies and Quality Dashboards |
- Understand the overview of Quality Policies - Create a policy - Edit a policy - Review Quality Administrator Dashboard - Review Quality Evaluator Dashboard |
| Interaction Evaluations |
- Evaluate an interaction - View a completed evaluation - Discuss the rescoring capabilities - Review the released evaluations |
| Encryption Keys and Reporting for Quality Management |
- Understand the overview of encryption views - Discuss the key change schedule - Understand the overview of agent performance views - View agent's performance summary - Discuss agent interaction detail view - View an agent evaluation summary - Explain the customization of views |