Genesys Contact Center Training

The Genesys Contact Center Advanced Training is designed for experienced contact center professionals who want to deepen their expertise in Genesys Cloud CX. This course provides advanced knowledge of system administration, call routing, integrations, analytics, and automation, enabling participants to optimize contact center performance and deliver exceptional customer experiences.  

What is included:


☎️ - 5-day intensive instructor-led training Online or Onsite

☎️ - 80 hours of standard lab access

☎️ - Workbook included

☎️ - 2-year retake policy

☎️ - Exclusive Access to UC/Collaboration e-Learning


Special Price for Indian client

Upcoming Schedules

  • Jun 2nd - 6th, 2025 - Online - India

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Course Outline

Genesys Contact Center Administration

Configuring User Skills

  • 1.1 Configuring User Skills
  • 1.2 Configuring ACD Languages
  • 1.3 Adding Skills to Users

Creating Wrap-Up Codes

  • 2.1 Creating Wrap-Up Codes

Creating a Queue

  • 3.1 Creating and Configuring Queues
  • 3.2 Additional Queue Configuration

Configuting Utilization

  • 4.1 Configuring Utilization

Domain and Email Address

  • 5.1 Adding Domain and Email Address

Alerts

  • 6.1 Creating an Alert Rule
  • 6.2 Activating Agents (as Supervisor)
  • 6.3 Activating an Agent (as Agent)

Divisions, Roles, and Permissions

  • 7.1 Configuring Divisions
  • 7.2 Creating a New Role
  • 7.3 Adding a User to a Division and Assigning a Role

Audio Prompts

  • 8.1 Uploading a Prompt
  • 8.2 Recording a Prompt

Default Hold Music

  • 9.1 Replacing Default Hold Music

Automatic Call Distribution

  • 10.1 Configuring Architect Routing
  • 10.2 Configuring IVR Routing

Putting It All Together

  • 11.1 Testing ACD Calls
  • 11.2 Testing ACD Email
  • 11.3 Testing Utilization
  • 11.4 Testing ACD Skills

Scripting

  • 12.1 Configuring a Basic Script
  • 12.2 Testing the Script

Advanced Architect Configurations

Create an Inbound Call Flow

  • 1.1 Performing the Pre-Requisites
  • 1.2 Creating a New Inbound Call Flow
  • 1.3 Configuring Main Menu and Language Settings
  • 1.4 Configuring Customer’s Preferred Language
  • 1.5 Configuring Assistance Type
  • 1.6 Testing an Inbound Call

Configuring Schedule Groups

  • 2.1 Configuring Schedules
  • 2.2 Configuring Schedule Groups
  • 2.3 Testing an Inbound Call

Create an Inbound Call Flow to Collect Data from a Database

  • 3.1 Creating a New Script
  • 3.2 Configuring Salesforce Data Action
  • 3.3 Creating an Inbound Flow
  • 3.4 Testing an Inbound Call

Create an In-Queue Call Flow

  • 4.1 Importing New Prompts
  • 4.2 Creating an In-Queue Flow
  • 4.3 Testing the In-Queue Flow

Create a Secure Call Flow

  • 51 Creating a Data Table to Store Customer Details
  • 52 Creating a Secure Flow
  • 53 Creating an Inbound Call Flow
  • 54 Testing the Secure Call Flow

Create an Outbound Call Flow

  • 6.1 Performing the Pre-Requisites
  • 6.2 Creating a Data Table to Store Customer Details
  • 6.3 Creating an Outbound Call Flow
  • 6.4 Testing the Outbound Call Flow

Create an Inbound Email Call Flow

  • 7.1 Creating a New Queue
  • 7.2 Creating an Inbound Email Flow
  • 7.3 Testing the Inbound Email Flow

Advanced Genesys CX Scripting

Create a Script

  • 1.1 Add Company Logo to the Workspace
  • 1.2 Add Contact List to the Genesys Cloud CX Environment
  • 1.3 Create a Script
  • 1.4 Create a Campaign
  • 1.5 Test the Created Script

Create a Script Template

  • 2.1 Create a Script Template
  • 2.2 Create a New Script from a Template

Create a Component Template

  • 3.1 Create a Component Template
  • 3.2 Verify the Create Component Template

Export and Import a Script

  • 4.1 Export the Outbound Update List Script
  • 4.2 Import and Delete a Script

Create Custom Variable

  • 5.1 Add Variable to a Script
  • 5.2 Configure the Script Layout
  • 5.3 Test the Configured Layout

Add DNC Feature to Outbound Update List

  • 6.1 Add DNc Option to a Script
  • 6.2 Configure the DNC List
  • 6.3 Configure the Campaign with the DNC List and Script
  • 6.4 Test the DNC List Feature

Create a Script with Multiple Page

  • 7.1 Configure a New Page
  • 7.2 Configure the Start Page with a Navigation

Execute Data Actions from a Script

  • 8.1 Configure Salesforce Integration
  • 8.2 Create a Script to Execute a Data Action
  • 8.3 Configure a Data Action in a Script
  • 8.4 Configure the Agent Permissions to Execute a Data Action
  • 8.5 Configure the Campaign with the Script
  • 8.6 Test the Data Action Feature

Test the Script Using Inbound Interaction

  • 9.1 Import an Inbound Call Flow
  • 9.2 Create a Call Route
  • 9.3 Create a Script
  • 9.4 Assign the Created Script to a Queue
  • 9.5 Test Incoming Interaction