Genesys Cloud CX 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 contact center. After completing this course, you should be equipped to implement Genesys Cloud CX: Contact Center within your organization at a basic level.
$ 899.99
899.99
USD
$ 899.99
| Responsible | Faisal H. Khan (CEO) |
|---|---|
| Last Update | 10/15/2026 |
| Completion Time | 20 hours |
| Members | 349 |
Genesys Cloud Contact Center
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eBooks - Lectures Notes and Practice Questions (PDF and HTML)4Lessons ·
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Free Preview New
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Genesys Cloud Contact Center AdministrationNew
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Genesys Cloud Architect and ScriptingNew
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Genesys Cloud CX WEM and Workforce ManagementNew
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Genesys Cloud CX: Implementation (videos)29Lessons · 3 hr 12 min
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Chapter 3.2 - Location Configuration
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Chapter 3.3 - User Profile Configuration
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Chapter 3.4 - Adding People to the Contact Center
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Chapter 3.5 - Organizing People
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Chapter 3.6 - Data Management in Genesys Cloud CX
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Chapter 4.1 - Features of Genesys Cloud CX Communicate
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Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
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Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
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Chapter 4.4 - Trunks in Genesys Cloud CX
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Chapter 4.5 - Sites in Genesys Cloud CX
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Chapter 4.6 - Edges in Genesys Cloud CX
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Chapter 4.7 - Functions an Edge Provides
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Chapter 4.8 - Edge Configuration
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Chapter 4.9 - Phone Management in Genesys Cloud CX
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Chapter 4.10 - DIDs in Genesys Cloud CX
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Chapter 4.11 - Extensions in Genesys Cloud CX
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Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
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Chapter 4.13 - Architect Features in the Communicate License
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Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
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Chapter 5.2 - Customizing Number Plans and Outbound Routes
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Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
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Chapter 6.2 - Managing Agent, Role and Permission
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Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts
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Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration
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Genesys Cloud CX Implemenation Video Lab (videos)12Lessons · 2 hr 6 min
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Lab 4 - Managing Roles and Permission for Users in Genesys
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Lab 5 - Creating and Managing Groups in Genesys Cloud
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Lab 6 - Creating Profile Fileds and Assign to Users
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Lab 7 - Creating document workspace to share files
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Lab 8 - Trunk, Site, and Edge Configuration
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Lab 9 - Configuring On Prem Edge and IP Phone in Genesys
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Lab 10 - Creating DID, Extension and Default Phone Setup
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Lab 11 - Creating and Associate IP Phone and Make Test Calls using PureCloud
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Lab 12 - Blocking 900 or Premium Number and Simulate Calls
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Genesys Cloud Contact Center Training (videos)14Lessons · 3 hr 42 min
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Chapter 3 - Automatic Call Distribution Part 3
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Chapter 3 - Automatic Call Distribution Part 4
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Chapter 3 - Automatic Call Distribution Part 5
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Chapter 4 - Supervisor Tools
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Chapter 5 - Managing Roles, Permission and Division in Genesys
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Chapter 6 - The Genesys Cloud Architect
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Chapter 7 - Scripting in Genesys Cloud Contact Center
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Chapter 8 - Outbound Dialing
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Chapter 9 - Quality Management In the Contact Center
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Chapter 10 - Workforce Management in The Contact Center
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Genesys Cloud Contact Center Video Lab (videos)11Lessons · 1 hr 27 min
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Lab 3 - Creating and Configure ACD Queues in Genesys Contact Center
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Lab 4 - Using Utilization to Limit Capacity in Omnichannel
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Lab 5 - Creating Email Domain and Email Address To Route Calls to Queue
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Lab 6 - Creating Alert Rule To Notify Supervisor When Agent Away
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Lab 7 - Using Performance Workspace Supervisor Manage Queue
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Lab 8 - Creating and Recording Prompt in Genesys Contact Center
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Lab 9 - Creating and Managing Hold Music in Genesys
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Lab 10 - Creating ACD using Architect and IVR Routing
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Lab 11 - Creating Basic Scripts in Genesys
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Genesys Cloud Architect Lecture (videos)5Lessons · 1 hr 54 min
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Chapter 3 - Overview of Variable and Prompts
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Chapter 4 - Prepare Prerequist to Create First Call Flow
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Chapter 5 - Creating and Managing Schedules in Genesys
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Genesys Cloud Architect Video Lab (videos)8Lessons · 3 hr 11 min
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Lab 3 - Configuring Schedules to Define Working and After Hours
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Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
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Lab 5 - Creating In-Queue Flow When Agent Not Available
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Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
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Lab 7 - Creating an outbound call flow in Genesys Contact Center
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Lab 8 - Creating Inbound Email To Send Email to Agent
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Genesys Contact Center Scripting Video Lab (videos)8Lessons · 1 hr 47 min
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Lab 1 - Creating Basic Scripts in Genesys CC
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Lab 2 - Customizing Script Layout and Items
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Lab 3 - Creating Script and Component Template in Genesys CC
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Lab 4 - Working with Variables in Genesys Scripts
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Lab 5 - Working with Dynamic Varilables and Expression
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Lab 6 - Workin in String Functions with Dynamic Variables
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Lab 7 - Working with Literal String Functions in Genesys scripts
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Lab 8 - Working with Built-in variables in Genesys Scripting
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Genesys Contact Center Scripting Lecture (videos)10Lessons · 2 hr 11 min
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Chapter 2 - Navigating Through Genesys Script Workspace
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Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
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Chapter 4 - Creating a Basic Outbound Script With Contact List
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Chapter 5 - Features of Genesys Script Management
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Chapter 6 - Working with Static and Dynamic Variable in Scripts
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Chapter 7 - Using Action Button to define task or work in Scripts
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Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
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Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
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Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent
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Exams and Certifications1Lessons · 30 min
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Genesys Cloud Contact Center
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Lab Guide6Lessons ·
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Genesys Cloud CX Implementation Lab GuideNew
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Genesys Cloud CX Contact Center Admin Lab GuideNew
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Genesys Cloud CX Architect Lab GuideNew
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Genesys Cloud CX Scripting Lab GuideNew
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Genesys Cloud CX Workforce Management Lab GuideNew
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Genesys Cloud CX Reporting and Analytics Lab GuideNew
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