Developer for Inbound Voice Routing (GCP7-DIV)

Designed to meet the needs of a Routing Developer involved in creating and/or maintaining routing strategies in the contact center, the Genesys Certified Professional v7 - Developer, Inbound Voice Routing (GCP7-DIV) is available for registration through Prometric.

Candidates who already hold the designation as a Certified Genesys Routing Professional v6 (CGRP6) may choose to become recognized for their achievements with Genesys 7.

Recommended Preparatory Track for GCP7-DIV

In order to achieve the GCP7-DIV designation, candidates must pass a rigorous certification exam which tests mastery and understanding of the solutions and skill-sets specified below. Genesys University highly recommends that candidates seeking certification follow the certification preparatory track shown below. The preparatory track, coupled with hands-on experience will increase the probability of passing the exam.

Course descriptions are linked from the diagram.

 
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GCP7-DIV Skill-Set Objectives:

• Explain the architecture and functionality of the Genesys Framework and Inbound Voice Routing, including messaging, as they pertain to routing
• Plan routing strategies based on business requirements with an understanding of all interaction flow scenarios and describe their impact on other systems, such as reporting, workforce, and desktop applications
• Add and change routing-related objects and application options in the Configuration Layer Identify and use objects and functions in IRD to create routing strategies for a single- or multi-site contact center, including business priority routing, service-level routing, skills-based routing, database-based routing, user-defined object-based routing (agent, queue, and so forth) interaction data, statistics, variables, and subroutines
• Access, update, and use data with routing strategies, including stored business data, attached data, interaction attributes, configuration data, lists, etc.
• Leverage the relationship between routing and reporting through the use of Virtual Queues.
• Test routing strategies including debugging and monitoring strategies, developing and implementing test plans, and interpreting log messaging
• Deploy and manage routing strategies including versioning, importing, exporting, and scheduling

To obtain the certification status, candidates are required to successfully complete and pass a proctored computer-based exam that assesses knowledge of Genesys products and implementation practices as outlined above.