Exam Name: Genesys Cloud Certified Professional - Contact Center Administration
Certification Provider: Genesys
Corresponding Certification: Genesys Certified Professional
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Instant Download Genesys : GCP-GC-ADM Questions & Answers as PDF & Test Engine
Updated: Sep 15, 2026
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Certification in Genesys Cloud Contact Center Administration is a remarkable accomplishment that demonstrates a candidate's knowledge and ability to implement and troubleshoot solutions using Genesys Cloud. Genesys Cloud Certified Professional - Contact Center Administration certification contributes to the individual's professional development and opens up rewarding career opportunities. The training prepares individuals with the required knowledge to become a proficient Genesys Cloud professional, able to manage and maintain contact center solutions that include voice, chat, and email interactions.
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The Genesys Cloud Certified Professional - Contact Center Administration certification exam is intended for contact center administrators who want to demonstrate their expertise in managing Genesys Cloud contact center solutions. GCP-GC-ADM exam measures a candidate's ability to configure and manage the Genesys Cloud platform, including creating and managing users, managing queues, routing interactions, and reporting on contact center performance.
The GCP-GC-ADM exam consists of 60 multiple-choice questions that must be completed within 90 minutes. GCP-GC-ADM exam is administered online and can be taken from any location with an internet connection. The passing score for the exam is 70%, and candidates who pass the exam will receive a digital badge and certificate that can be shared on social media and added to their professional profiles.
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Genesys GCP-GC-ADM Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Genesys Cloud Platform Overview & Architecture | 20% | - Platform components and services - Contact center licensing models - Security and compliance fundamentals |
| Topic 2: Architect Flows & IVR | 20% | - Data actions and integrations - Prompts, menus, and self-service - Inbound/outbound call flows |
| Topic 3: User, Roles, and Permissions Management | 15% | - Organizations, divisions, and sites - Role-based access control - Agent and supervisor configuration |
| Topic 4: Telephony, Trunks & Outbound | 10% | - SIP trunks and phone configuration - Outbound dialing modes - Campaign and contact list setup |
| Topic 5: Contact Center Configuration & Routing | 25% | - Wrap-up codes and after-call work - Queues, skills, and language routing - ACD processing and flow design |
| Topic 6: Reporting, Analytics & Quality Management | 10% | - Quality evaluation and recording - Standard and custom reports - Dashboards and real-time monitoring |
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