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Genesys Contact Center Training (1024-11)

Genesys Contact Center Training (1024-11)

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 co​ntact center. After completing this course, you should be equipped to implement Genesys Cloud CX: Contact Center within your organization at a basic level. 

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Responsible Faisal H. Khan (CEO)
Last Update 02/01/2024
Completion Time 20 hours 21 minutes
Members 145
1024 Genesys Cloud CX Collaboration Genesys Cloud CX Contact Center
  • Genesys Cloud CX: Implementation
    30Lessons · 3 hr 33 min
    • Chapter 1.1 - Overview of the Genesys Cloud CX Platform
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    • Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center
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    • Chapter 2.1 - Genesys Cloud CX Overview
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    • Chapter 2.2 - Accessing Genesys Cloud CX
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    • Chapter 3.1 - Overview of Configurations Genesys Cloud
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    • 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 CX Implemenation Video Lab
    12Lessons · 2 hr 6 min
    • Lab 1 - Getting Started with Genesys Cloud CX Organization Settings
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    • Lab 2 - Managing User Accounts in Genesys Cloud CX
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    • 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 Study Kits
    14Lessons · 3 hr 42 min
  • Genesys Cloud Contact Center Video Lab
    11Lessons · 1 hr 27 min
    • Lab 1 - Creating Skills and Language for Agent
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    • Lab 2 - Creating Wrap-up Code for Agent to Select
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    • 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 10 - Creating ACD using Architect and IVR Routing
    • Lab 11 - Creating Basic Scripts in Genesys
  • Genesys Cloud Architect Lecture
    5Lessons · 1 hr 54 min
  • Genesys Cloud Architect Video Lab
    8Lessons · 3 hr 11 min
  • Genesys Contact Center Scripting Lecture
    10Lessons · 2 hr 11 min
    • Chapter 1 - Introduction Genesys Scripting
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    • 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 Contact Center Scripting Video Lab
    8Lessons · 1 hr 47 min
    • 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
  • Exams and Certifications
    1Lessons · 30 min
    • Genesys Cloud Contact Center