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Genesys CX Contact Center Training Video
Prepare for Genesys CX Certified Professional Certification (GCP)
Master Genesys Cloud CX with our on-demand Contact Center Training Video. Learn to design, configure, and manage Genesys CX environments through step-by-step video lessons and practical labs. Perfect for IT professionals preparing for Genesys Cloud CX Certification or advancing their CX career.
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
- Genesys Cloud CX - Workforce Management (coming soon)
- Genesys Cloud CX - AI/Bot (coming soon)
- Genesys Cloud CX - Outbound (coming soon)
- Genesys Cloud CX - Integration Series (coming soon)
- 100+ Video Labs/Lectures with Lab Guide
- 5 Years Subscription
- 40 Hours of Lab Access (demo lab only)
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Genesys 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
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
Genesys CX Scripting
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
Genesys CX API Fundamental
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
Coming soon
- Genesys CX Workforce Management
- Genesys CX AI/Bot
- Genesys CX Outbound