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Genesys Cloud CX Contact Center Training 

Self Study Kit

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.  This study kit is designed to help you prepare for Genesys Cloud CX Certification

Package Includes (100+ video labs/lectures):

  • Genesys Cloud CX - Implementation
  • Genesys Cloud CX - Contact Center Administration
  • Genesys Cloud CX - Architect
  • Genesys Cloud CX - Scripting
  • Genesys Cloud CX - API Fundamental
  • 100+ Video Labs/Lectures with Lab Guide
  • 2 Years Subscription
  • 100 Hours of Lab Access


Price - $899



Course Outline

  • 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

Video Labs

  • Lab 1 - Getting Started with Genesys Cloud CX Organization Settings
  • Lab 2 - Managing User Accounts in Genesys Cloud CX
  • Lab 3 - Creating and Customizing Admin Profiles
  • Lab 4 - Managing Roles and Permission for Users in Genesys
  • Lab 5 - Creating and Managing Groups in Genesys Cloud
  • Lab 6 - Creating Profile Fileds and Assign to Users
  • Lab 7 - Creating document workspace to share files
  • Lab 8 - Trunk, Site, and Edge Configuration
  • Lab 9 - Configuring On Prem Edge and IP Phone in Genesys
  • Lab 10 - Creating DID, Extension and Default Phone Setup
  • Lab 11 - Creating and Associate IP Phone and Make Test Calls using PureCloud
  • Lab 12 - Blocking 900 or Premium Number and Simulate Calls

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 
  • 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

Video lab

  • Lab 1 - Creating Basic Scripts in Genesys CC
  • Lab 2 - Customizing Script Layout and Items
  • Lab 3 - Creating Script and Component Template in Genesys CC
  • Lab 4 - Working with Variables in Genesys Scripts
  • Lab 5 - Working with Dynamic Varilables and Expression
  • Lab 6 - Workin in String Functions with Dynamic Variables
  • Lab 7 - Working with Literal String Functions in Genesys scripts
  • Lab 8 - Working with Built-in variables in Genesys Scripting

Lectures

  • Chapter 1 - Genesys Cloud API Overview
  • Chapter 2 - Genesys Cloud API Authentication
  • Chapter 3 - Genesys Cloud API Resources
  • Chapter 4 - Genesys Cloud API Users API
  • Chapter 4.1 - Genesys Cloud API Skills, Language and Group Api
  • Chapter 5 - Genesys Cloud API Conversation API Overview
  • Chapter 6 - Genesys Cloud API Routing API Overview
  • Chapter 7 - Genesys Cloud API Notification API
  • Chapter 8 - Genesys Cloud API CHAT Api
  • Chapter 9 - Genesys Cloud API Analytics Api Part 1
  • Chapter 9 - Genesys Cloud API Analytics Api Part 2
  • Chapter 10 - Genesys Cloud API Recording API
  • Chapter 11 - Genesys Cloud API Utilization Overview
  • Chapter 12 - Genesys Cloud API Evolution


Video Lab Guide


  • Lab 1 - Retrieve User Details from Genesys using Postman
  • Lab 2 - Managing Genesys Cloud CX Users using User API
  • Lab 3 - Creating Python Application to Obtain User Details using User API
  • Lab 4 - Creating Skills Using API Explorer, Postman and Python script using Skills API Endpoint
  • Lab 4.1 - Creating Skills Using Skill API in Genesys API Explorer
  • Lab 5 - Creating Skills Using Skill API in Postman
  • Lab 6 - Creating Skills Using Python Script
  • Lab 7 - Assign Skills To An Agent using API via API Explorer


Python Scripts


  • Lab 1 - Python Script To List Users.py
  • Lab 2 - Python Script To Create Routing Skills.py



Package Plan
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Cisco Collaboration

Package

$ 1,499.00 / 5 years
Specialized in CCNP/CCIE Collaboration

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Cloud Calling & Contact Center Package

$ 1,499.00 / 5 years

Specialized in Collaboration Solutions

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 Unlmited Update

 Valid for 5 years

Contact Center Training Package

$ 1,499.00 5 years

Specialized in Contact Center

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 Genesys Cloud CX Contact Center

 100 Hours of Lab Access

 Unlimited Update

 Valid for 5 years

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