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| Section | Objectives |
|---|---|
| Troubleshooting and Best Practices | - System monitoring and issue resolution - Contact flow debugging |
| Genesys Cloud Architecture and Core Concepts | - Platform architecture overview - Multi-tenant cloud fundamentals - Core components and services |
| Integrations and APIs | - CRM and third-party integrations - API fundamentals and authentication |
| Administration and Configuration | - User and role management - Queues, divisions, and permissions |
| Reporting and Analytics | - Interaction and queue analytics - Performance dashboards |
| Digital Channels and Omnichannel Handling | - Email, chat, and messaging channels - Workgroup and queue management |
| Call Routing and Contact Flows | - Inbound and outbound routing logic - Skills-based and data-driven routing - Architect flows configuration |
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