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 API Management

Genesys Cloud Outbound

• List the key features provided by Genesys Cloud CX for Outbound.
• Explain the roles and permissions needed for Outbound.
• Create contact lists and assign them to campaigns.
• Identify the available dialing modes in Genesys Cloud CX.
• Create, manage, and test campaigns.
• Use the Campaign Details view to analyze active campaigns.
• Manage list data on the List Management page.
• Create and manage Do Not Call lists and contact list filters.
• Assign attempt controls to a campaign.
• Create, view and manage scheduled callbacks.
• Identify when to use automatic time zone mapping.
• Configure callable time sets for the contacts of a list.
• Assign call analysis responses to campaigns.
• Create rule sets for campaigns.
• Define terminating wrap-up codes.
• Use the Audit Search view to track changes on outbound configuration or data files.
• Use the Event Viewer page to view error occurrences of running a campaign.
• Configure Quality Management in Genesys Cloud
• Use evaluation forms to access the quality of customer interactions
• Explain calibration
• Manage Quality Management policies
• Describe the importance of encryption keys
• Evaluation interactions 
• Use Quality Dashboards

• CCNA-Implementing and Administering Cisco Solutions v1.0 Boot Camp