Genesys Contact Center Training Video

Genesys Cloud CX: Contact Center Administration introduces the fundamental concepts and major components associated with the Contact Center feature set of the Genesys Cloud platform. The course also provides an overview to the Genesys Cloud CX interface and presents scenarios to facilitate your understanding of the administration of a contact center.  

Package Includes (100+ video labs/lectures):

  • Genesys Cloud CX Implementation
  • Genesys Cloud Contact Center Administration
  • Genesys Cloud Architect & Introduction to Scripting
  • Genesys Quality Management & Reporting and Analytics (coming soon)
  • Genesys Outbound Campaign (coming soon)
  • 80 Hours Lab Access

Price - $899.99 


Financing Available offers from 

18 monthly payments of $56.14
12 monthly payments of $81.23
6 interest-free payments of $150.00

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*US Resident/Citizen only

Course Outline

Genesys Cloud CX: Implementation

  • Chapter 1.1 - Overview of the Genesys Cloud CX Platform 
  • Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center 
  • Chapter 2.1 - Genesys Cloud CX Overview 
  • Chapter 2.2 - Accessing Genesys Cloud CX 
  • Chapter 3.1 - Overview of Configurations Genesys Cloud 
  • Chapter 3.2 - Location Configuration
  • Chapter 3.3 - User Profile Configuration
  • Chapter 3.4 - Adding People to the Contact Center
  • Chapter 3.5 - Organizing People
  • Chapter 3.6 - Data Management in Genesys Cloud CX
  • Chapter 4.1 - Features of Genesys Cloud CX Communicate
  • Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
  • Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
  • Chapter 4.4 - Trunks in Genesys Cloud CX
  • Chapter 4.5 - Sites in Genesys Cloud CX
  • Chapter 4.6 - Edges in Genesys Cloud CX
  • Chapter 4.7 - Functions an Edge Provides
  • Chapter 4.8 - Edge Configuration
  • Chapter 4.9 - Phone Management in Genesys Cloud CX
  • Chapter 4.10 - DIDs in Genesys Cloud CX
  • Chapter 4.11 - Extensions in Genesys Cloud CX
  • Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
  • Chapter 4.13 - Architect Features in the Communicate License
  • Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
  • Chapter 5.2 - Customizing Number Plans and Outbound Routes
  • Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
  • Chapter 6.2 - Managing Agent, Role and Permission
  • Chapter 6.3 - Managing Queue in Genesys Cloud CX
  • Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts
  • Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration


 

Genesys Cloud Contact Center

  • Chapter 1 - Genesys Cloud Platform
  • Chapter 2 - The Basics of Genesys Cloud Contact Center Administration
  • Chapter 3 - Automatic Call Distribution Part 1
  • Chapter 3 - Automatic Call Distribution Part 2
  • Chapter 3 - Automatic Call Distribution Part 3
  • Chapter 3 - Automatic Call Distribution Part 4
  • Chapter 3 - Automatic Call Distribution Part 5
  • Chapter 4 - Supervisor Tools
  • Chapter 5 - Managing Roles, Permission and Division in Genesys
  • Chapter 6 - The Genesys Cloud Architect
  • Chapter 7 - Scripting in Genesys Cloud Contact Center
  • Chapter 8 - Outbound Dialing
  • Chapter 9 - Quality Management In the Contact Center
  • Chapter 10 - Workforce Management in The Contact Center

Genesys Cloud Contact Center Video Lab

  • Lab 1 - Creating Skills and Language for Agent
  • Lab 2 - Creating Wrap-up Code for Agent to Select
  • Lab 3 - Creating and Configure ACD Queues in Genesys Contact Center
  • Lab 4 - Using Utilization to Limit Capacity in Omnichannel
  • Lab 5 - Creating Email Domain and Email Address To Route Calls to Queue
  • Lab 6 - Creating Alert Rule To Notify Supervisor When Agent Away
  • Lab 7 - Using Performance Workspace Supervisor Manage Queue
  • Lab 8 - Creating and Recording Prompt in Genesys Contact Center
  • Lab 9 - Creating and Managing Hold Music in Genesys
  • Lab 11 - Creating Basic Scripts in Genesys 

Genesys Cloud Architect Lecture

  • Chapter 1 - Overview of Genesys Architect
  • Chapter 2 - Overview and Demonstration of Admin Interface
  • Chapter 3 - Overview of Variable and Prompts
  • Chapter 4 - Prepare Prerequist to Create First Call Flow
  • Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab 

  • Lab 1 - Preparing Genesys Contact Center for Architect Flow
  • Lab 2 - Configure Inbound Call Flow for Travel Agency
  • Lab 3 - Configuring Schedules to Define Working and After Hours
  • Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
  • Lab 5 - Creating In-Queue Flow When Agent Not Available
  • Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
  • Lab 7 - Creating an outbound call flow in Genesys Contact Center
  • Lab 8 - Creating Inbound Email To Send Email to Agent 


Genesys Contact Center Scripting Lecture

  • Chapter 1 - Introduction Genesys Scripting
  • Chapter 2 - Navigating Through Genesys Script Workspace
  • Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
  • Chapter 4 - Creating a Basic Outbound Script With Contact List
  • Chapter 5 - Features of Genesys Script Management
  • Chapter 6 - Working with Static and Dynamic Variable in Scripts
  • Chapter 7 - Using Action Button to define task or work in Scripts
  • Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
  • Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
  • Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

Genesys Cloud Architect Lecture

  • Chapter 1 - Overview of Genesys Architect
  • Chapter 2 - Overview and Demonstration of Admin Interface
  • Chapter 3 - Overview of Variable and Prompts
  • Chapter 4 - Prepare Prerequist to Create First Call Flow
  • Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab 

  • Lab 1 - Preparing Genesys Contact Center for Architect Flow
  • Lab 2 - Configure Inbound Call Flow for Travel Agency
  • Lab 3 - Configuring Schedules to Define Working and After Hours
  • Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
  • Lab 5 - Creating In-Queue Flow When Agent Not Available
  • Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
  • Lab 7 - Creating an outbound call flow in Genesys Contact Center
  • Lab 8 - Creating Inbound Email To Send Email to Agent 


 

Genesys Contact Center Scripting Lecture

  • Chapter 1 - Introduction Genesys Scripting
  • Chapter 2 - Navigating Through Genesys Script Workspace
  • Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
  • Chapter 4 - Creating a Basic Outbound Script With Contact List
  • Chapter 5 - Features of Genesys Script Management
  • Chapter 6 - Working with Static and Dynamic Variable in Scripts
  • Chapter 7 - Using Action Button to define task or work in Scripts
  • Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
  • Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
  • Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

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  • Access to all 11+ study Kits
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  • 200 Hours of Lab Access
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