Genesys GCP-GC-ADM : Genesys Cloud Certified Professional - Contact Center Administration
- Exam Code: GCP-GC-ADM
- Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
- Updated: Jul 30, 2026
- Q & A: 62 Questions and Answers
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Genesys GCP-GC-ADM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: User, Roles, and Permissions Management | 15% | - Organizations, divisions, and sites - Agent and supervisor configuration - Role-based access control |
| Topic 2: Genesys Cloud Platform Overview & Architecture | 20% | - Contact center licensing models - Security and compliance fundamentals - Platform components and services |
| Topic 3: Contact Center Configuration & Routing | 25% | - ACD processing and flow design - Wrap-up codes and after-call work - Queues, skills, and language routing |
| Topic 4: Architect Flows & IVR | 20% | - Prompts, menus, and self-service - Data actions and integrations - Inbound/outbound call flows |
| Topic 5: Telephony, Trunks & Outbound | 10% | - SIP trunks and phone configuration - Campaign and contact list setup - Outbound dialing modes |
| Topic 6: Reporting, Analytics & Quality Management | 10% | - Standard and custom reports - Dashboards and real-time monitoring - Quality evaluation and recording |
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