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Exam Information
Official specifications published by Genesys
Exam Format
120 min
55
65%
Professional
Registration
$580 USD
Kryterion Webassessor or online proctoring
Validity
3 years
Retake the current version of the certification exam; Complete continuing education credits through Genesys Beyond; Pass a higher-level Genesys certification
GCX-GCD Exam Topics and Domains
GCX-GCD is organized into 3 weighted domains. Expect to work with Genesys Cloud Platform, Access Control, ACD Email, ACD Engine, and more.
1
Genesys Cloud: Contact Center Administration
25%
Genesys Cloud Platform and CC Admin
Overview of Genesys Cloud CollaborateContact Center Features
- Understand the overview of Genesys Cloud collaborate
- List the features of Genesys Cloud contact center
ACD and Supervisor Tools
ACD Processing and ConfigurationSkills and Language ConfigurationWrap-up and After Call WorkEmail Routing and MessagesPerformance Monitoring and Alerts
- Describe ACD processing
- Explain interaction flow and queue design
- Explore evaluation and routing combination methods
- Configure agent utilization
- Configure ACD skills and language skills
- Configure wrap-up codes
- Configure after call work
- Configure ACD email in admin settings
- Manage ACD email routing
- Describe ACD messages
- Understand performance dashboards
- Create and manage alerts
- Activate and deactivate agents in queues
- Monitor in-progress interactions
Roles, Permissions, and Divisions
Role-Based Access ControlLicense ManagementDivisions
- List the types of roles and permissions
- Explain license management
- Understand divisions
Genesys Cloud Architect and Scripting
Architect Features and Flow ManagementScripts and Basic Scripting
- Understand the features of Genesys Cloud Architect
- Describe the options for flow management
- Work with prompts
- Describe Scripts and understand basic script functionality
- Create a basic script
Outbound Dialing, QM, and WFM
Outbound Dialing ConfigurationQuality ManagementWorkforce Management
- Describe Outbound Dialing modes
- Explain Contact Lists
- Configure and test an Outbound Power Dialing campaign
- Understand quality policies
- Describe how to enable call recording on a Trunk
- Create a recording policy
- Create and publish an Evaluation Form
- Work on the Quality Evaluator Dashboard
- Work on the Quality Administrator Dashboard
- Explain Workforce Management
- Work with Schedules
- Explain Agents Schedule Detail view
- Add a Blank Schedule
2
Genesys Cloud: Implementation
25%
Genesys Cloud Platform and Collaborate
Platform Architecture
- Describe the Genesys Cloud contact center
- Identify the various licensing levels
- Understand Genesys Cloud platform
- Access Genesys Cloud apps
Configurations of Genesys Cloud Collaborate
Organization Structure Setup
- Understand Collaborate configurations
- Add a Location
- Configure Sites
- Add people to the Organization
- Work with Groups
- Setup Group Workspaces
Features of Genesys Cloud Communicate
Telephony and Voice Services
- Understand the features of Genesys Cloud Communicate
- Describe Genesys Cloud Telephony
- Describe Genesys Cloud Voice
- Work with Edges
- Configure the Genesys Cloud Edge Standard v2
- Describe Trunks in Genesys Cloud
- Work with Phones
3
Genesys Cloud: API
50%
Authentication and Resources
API Authentication MethodsDeveloper Tools and Resources
- Authenticate an API request
- Create an OAuth client in your organization
- Discuss developer tools
- Experiment with API explorer
Users, Conversations, and Notifications API
Conversations APINotifications APIUser Management API
- Discuss conversations overview
- Get conversation data
- Understand the overview of notifications API
Chat and Analytics APIs
Chat APIsAnalytics API
- Explain agent chat APIs
- Define guest chat APIs
- Set webchat schedules
- Explain the analytics API
- Describe interaction and conversation data
- Explain user status data
- Discuss query syntax
Recording and Routing APIs
Recording APIRouting API
- Describe the options to download recordings
- Download a recording based on the conversation ID
- Describe the routing components
- Manage a call route
- Get prompt details
API Utilization and Evolution
API Usage MonitoringAPI Updates and VersioningAPI Architecture and Rate Limiting
- Understand API utilization
- Check billing details using API endpoints
- Discuss types of API updates
How do I earn this certification?
Passing GCX-GCD earns the Genesys Cloud CX Certified Developer certification. It sits in the Genesys Cloud CX track.
Current Level Exams
Next Level Options
GEOP-SDK - Genesys Cloud CX Platform API and SDK Specialist Advanced API and SDK development
Alternative Paths
- GCX-SCR - Genesys Cloud CX Scripting CertificationComplementary scripting and automation skills
- GCX-AI-GPE - Genesys Cloud CX AI Platform Expert AI and intelligent automation capabilities
- GCX-OD - Genesys Cloud CX Outbound Dialing Outbound campaign management expertise
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
The most effective way to prepare for GCX-GCD is by using the PlanetCert Simulator to practice questions and review detailed explanations.
What's changed on this exam?
Current Status
- ACTIVE
- Last content update: 2024-10-26
Updates
- Agent Copilot Multi-language support New AI-powered features likely to appear in future exam updates • Release date: 2025-01-15
- Bulk Export API Customer profile support API domain questions may include data export scenarios • Release date: 2024-10-14
- OAuth 2 PKCE Security enhancement Authentication topics will include PKCE grant type • Release date: 2025-03-24
- Notifications API Number normalization Notifications API questions updated for new data formats • Release date: 2025-04-21
Who should take this exam?
- Working knowledge of Genesys Cloud CX Platform
- Understanding of REST APIs and OAuth authentication
- Experience with contact center administration
- Familiarity with ACD routing concepts
- Basic programming knowledge