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