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