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| Section | Weight | Objectives |
|---|---|---|
| Reporting, Analytics & Quality Management | 10% | - Quality evaluation and recording - Dashboards and real-time monitoring - Standard and custom reports |
| Telephony, Trunks & Outbound | 10% | - Outbound dialing modes - SIP trunks and phone configuration - Campaign and contact list setup |
| Genesys Cloud Platform Overview & Architecture | 20% | - Security and compliance fundamentals - Platform components and services - Contact center licensing models |
| Architect Flows & IVR | 20% | - Inbound/outbound call flows - Prompts, menus, and self-service - Data actions and integrations |
| User, Roles, and Permissions Management | 15% | - Agent and supervisor configuration - Role-based access control - Organizations, divisions, and sites |
| Contact Center Configuration & Routing | 25% | - Wrap-up codes and after-call work - Queues, skills, and language routing - ACD processing and flow design |
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