Genesys Contact Center Training
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. You will also gain a familiarity with daily contact center monitoring and administration tasks, preparing you for the specialization courses which dive deeper into the topics presented here.
Package Includes:
- Genesys Cloud CX Implementation
- Genesys Cloud Contact Center Administration
- Genesys Cloud Architect & Introduction to Scripting
- Genesys Quality Management & Reporting and Analytics (coming soon)
- Genesys Outbound Campaign (coming soon)
- 80 Hours Lab Access (2 weeks only)
Price Reg $899
Get 2x Free Instructor-Led In Cisco, WebEx, Genesys Course
Content Outline
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 4.10 - 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 4.2 - Genesys Cloud CX Telephony Overview
- 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 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 Contact Center Administration Study Kits
- Chapter 1 - Genesys Cloud Platform
- Chapter 2 - The Basics of Genesys Cloud Contact Center Administration
- Chapter 3 - Automatic Call Distribution
- Chapter 4 - Supervisor Tools
- Chapter 5 - Roles, Permission and divisions
- Chapter 6 - The Purchase of 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
- More to come
Virtual Lab Simulator
Lab Outline
Click one of the first 5 and select Tutorials.
- Lab 2 - Add Non Corporate User with Email Activation
- Lab 3 - Configuring Admin Profile
- Lab 4 - Creating a New Role with Group Permission
- Lab 5 - Adding Users to Roles to users and change membership
- Lab 6 - Creating a New Group, Edit and Add Users to Group
- Lab 7 Updating a Profile and Fields in Genesys CloudCX
- Lab 8 - Creating Workspaces for managing documents
- Lab 9 - Adding Users to Workspace with Permission
- Lab 10 - Adding a New Location with Floor Plan
- Lab 11 - Checking User Permissions for Administration task
- Lab 12 - Adding and Pairing Edge Server to Genesys Cloud
- Lab 13 - Create External SIP Trunk with Toll Free Number
- Lab 14 - Create SIP and WebRTC Phone Trunk for End Point Registration
- Lab 15 - Configure Site Availability
- Lab 16 - Create Site For Your Head Office
- Lab 17 - Configure A Edge Group For Head office site
- Lab 18 - Completing the Edge Configuration
- Lab 19 - Updating the Edge Software
- More coming soon