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Exam Information
Official specifications published by Genesys
Exam Format
120 min
55
65%
Professional
Registration
$300 USD
Pearson VUE or online proctoring
Validity
No expiration stated
Retake the same exam when certification is about to expire; Stay current with platform updates through continued education
GCP-GCX Exam Topics and Domains
GCP-GCX is organized into 3 weighted domains. Expect to work with Analytics Workspace, Data Actions, ACD Engine, Admin Portal, and more.
1
Genesys Cloud Platform and Contact Center Administration
35%
Genesys Cloud CX Platform Overview
Platform Architecture and ComponentsContact Center Licensing Levels
- Navigate the Genesys Cloud CX interface
- Understand platform architecture
- Identify licensing levels and their features
User Management and Roles
Roles and PermissionsDivisionsUser Configuration and Management
- Configure roles and permissions appropriately
- Implement division-based access control
- Manage user lifecycle and profiles
Automatic Call Distribution (ACD) and Skills
ACD ConfigurationSkills and Language SkillsPreferred Agent Routing
- Configure automatic call distribution to optimize customer service
- Implement skills-based routing strategies
- Apply ACD skills, language, and preferred agent attributes
Supervisor Tools and Performance Dashboards
Supervisor WorkspacePerformance Dashboards
- Utilize supervisor tools for team management
- Configure and interpret performance dashboards
- Monitor real-time contact center operations
Quality Management (QM)
Quality Management FeaturesQuality Evaluator and Administrator Dashboards
- Configure and use quality management features
- Conduct quality evaluations
- Utilize quality dashboards for insights
Workforce Management (WFM)
Workforce Management FundamentalsWFM and QM Integration
- Optimize agent scheduling using workforce management
- Forecast call volume and plan staffing
- Integrate WFM with quality management for operational improvements
Contact Center Scripts and Configurations
Contact Center ScriptsWrap-Up CodesUser and System Prompts
- Configure scripts for contact center agents
- Create and manage wrap-up codes
- Create and edit system and user prompts
Outbound Dialing
Outbound Campaign ConfigurationOutbound Features
- Configure and test outbound power dialing campaigns
- Understand outbound features and compliance
- List the features of Genesys Cloud Contact Center outbound dialing
2
Genesys Cloud CX Implementation
35%
Genesys Cloud Architect
Architect Flow DevelopmentArchitect Features and CapabilitiesIVR Configuration and Call Handling
- Describe the function and purpose of Genesys Cloud Architect
- Design and manage customer interaction flows
- Create, test, and modify interaction flows aligned with business needs
- Configure IVR flows and automated call handling
Scripting and Automation
Genesys Cloud Scripting BasicsData Actions and Web Services Integration
- Understand Genesys Cloud scripting fundamentals
- Integrate external data sources through data actions
- Configure web services and API integrations
Genesys Cloud Collaborate and Voice
Genesys Cloud Collaborate ConfigurationGenesys Cloud Communicate Features
- Configure Genesys Cloud Collaborate features
- Implement Genesys Cloud Communicate capabilities
- Understand the full Genesys Cloud suite integration
Edge Configuration and Telephony
Genesys Cloud EdgeGenesys Cloud Voice
- Configure Genesys Cloud Edge devices
- Implement telephony integration
- Set up and manage Genesys Cloud Voice services
Integrations and Data Actions
Genesys Cloud Data Actions IntegrationThird-Party Integrations
- Describe the function and purpose of the Genesys Cloud data actions integration
- Configure integrations with third-party systems
- Implement authentication and error handling for integrations
Implementation Best Practices
Workflow Design and OptimizationSystem Configuration for Organizations
- Implement best practices for workflow setup and routing
- Align Genesys Cloud CX tools with organizational customer service strategies
- Configure systems to meet organizational goals
3
Reporting and Analytics
30%
Genesys Cloud CX Reports
Types of ReportsInteraction Details ReportCustom Reports and Scheduling
- List the main types of reports and describe their use
- Configure and run Interaction Details reports
- Create and schedule custom reports
Dynamic Views and Dashboards
Dynamic ViewsCustom Dashboards and Widgets
- Create and customize dynamic views
- Build dashboards with custom widgets
- Visualize real-time and historical data
Data Analysis and Metrics Interpretation
Key Performance Indicators (KPIs)Data Handling and Analytics Skills
- Understand and monitor key contact center metrics
- Interpret reporting data to make informed decisions
- Use analytics for performance optimization
Historical vs Real-Time Reporting
Historical ReportingReal-Time Monitoring
- Differentiate between historical and real-time reporting
- Apply appropriate reporting type to business needs
- Monitor operations using real-time data
Analytics Integration with Operations
Operational AnalyticsReporting Best Practices
- Integrate analytics with operational decisions
- Use reporting data to drive contact center improvements
- Implement reporting best practices
How do I earn this certification?
Passing GCP-GCX earns the Genesys Cloud CX Certified Professional certification. It sits in the Genesys Cloud CX track.
Next Level Options
- GCX-ARC - Genesys Cloud CX: Architect Certification
- GCX-SCR - Genesys Cloud CX: Scripting Certification
- GCX-GCD - Genesys Cloud CX: Developer Certification
Alternative Paths
- GCX-ARC - Genesys Cloud CX: Architect Certification Deepen expertise in Architect flow design and complex call routing
- GCX-SCR - Genesys Cloud CX: Scripting CertificationSpecialize in scripting and automation for enhanced agent experiences
- GCX-GCD - Genesys Cloud CX: Developer CertificationExpand into custom development and API integrations
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
Use the official PlanetCert Practice Test alongside the study plan below to prepare efficiently for GCP-GCX.
What's changed on this exam?
Current Status
ACTIVE
Updates
- Genesys Cloud Architect Latest Central to Domain 2 (Implementation) - emphasis on flow design, IVR, and automation • Release date: Ongoing updates
- Quality Management and Workforce Management Latest Integrated features in Domain 1 - emphasis on using both tools together for operational improvements • Release date: Ongoing updates
- Data Actions and Integrations Latest Growing importance in Domain 2 - API integrations and external data sources • Release date: Ongoing enhancements
- Analytics and Reporting Latest Entire Domain 3 - emphasis on data-driven decision making and custom dashboards • Release date: Ongoing updates
Who should take this exam?
- At least 6 months of hands-on experience with Genesys Cloud CX solutions
- Understanding of contact center operations
- Familiarity with cloud-based platforms
- Basic knowledge of telephony and networking