Genesys Contact Center Self Study Kit

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