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Genesys GCP-GC-ADM日本語 Exam Syllabus Topics:
| Section | Weight | Objectives |
| Contact Center Administration | 25% | - Queues and Routing
- 1. ACD Routing Methods
- 2. Queue Configuration
- 3. Skills and Language Routing
- Contact Center Operations
- 1. Supervisor Functions
- 2. Performance Monitoring
- 3. Agent Management
- User Management
- 1. Roles and Permissions
- 2. User Configuration
- 3. Divisions and Access Control
|
| Genesys Cloud Implementation | 25% | - Architect and Flows
- 1. Inbound Call Flows
- 2. IVR Configuration
- 3. Routing Logic
- Platform Configuration
- 1. Organization Setup
- 2. Telephony Configuration
- 3. Site and Edge Management
- Quality and Workforce Features
- 1. Workforce Management Overview
- 2. Scripts and Agent Assistance
- 3. Quality Management
|
| Genesys Cloud Platform Features | 50% | - Reporting and Analytics
- 1. Operational Reports
- 2. Performance Metrics
- 3. Dashboards and Views
- Core Platform Knowledge
- 1. Licensing and Feature Sets
- 2. Security and Compliance
- 3. Genesys Cloud Architecture
- Communication and Collaboration
- 1. Collaborate Features
- 2. Digital Channels
- 3. Communicate Features
|