Genesys Cloud CX: Contact Center Administration Training

1. 01Introduction to Genesys Cloud CX9 topics

   • 1.1 Course IntroductionOverview of the Genesys Cloud CX PlatformKey features and functionalitiesUnderstanding the CX interface1.2 Learning ObjectivesOverview of the Admin and Client User InterfaceFamiliarity with Genesys Cloud CX Collaborate and Communicate1.3 Course Prerequisites and Certification PathLab Session: Basic navigation and feature exploration.
   • 1.1 Course IntroductionOverview of the Genesys Cloud CX PlatformKey features and functionalitiesUnderstanding the CX interface
   • Overview of the Genesys Cloud CX Platform
   • Key features and functionalities
   • Understanding the CX interface
   • 1.2 Learning ObjectivesOverview of the Admin and Client User InterfaceFamiliarity with Genesys Cloud CX Collaborate and Communicate
   • Overview of the Admin and Client User Interface
   • Familiarity with Genesys Cloud CX Collaborate and Communicate
   • 1.3 Course Prerequisites and Certification PathLab Session: Basic navigation and feature exploration.
2. 02Contact Center Management11 topics

   • 2.1 Overview of Genesys Cloud CX Contact CenterFeatures and capabilitiesIntegration with other systems and tools
   • Features and capabilities
   • Integration with other systems and tools
   • 2.2 Managing Users, Roles, and PermissionsCreating and managing rolesLicense management and role assignmentsUser creation and division assignment
   • Creating and managing roles
   • License management and role assignments
   • User creation and division assignment
   • 2.3 Automatic Call Distribution (ACD) ConfigurationACD queues and routing methodsConfiguring agent utilization and wrap-up codesManaging after-call workLab Session: Creating roles, permissions, and configuring ACD queues.
   • ACD queues and routing methods
   • Configuring agent utilization and wrap-up codes
   • Managing after-call workLab Session: Creating roles, permissions, and configuring ACD queues.
3. 03Architect and IVR Configuration10 topics

   • 3.1 Introduction to ArchitectPurpose and main features of ArchitectIVR Call Flow design and management
   • Purpose and main features of Architect
   • IVR Call Flow design and management
   • 3.2 Creating and Managing Call FlowsDesigning inbound and outbound call flowsCreating menus and call promptsManaging system and user prompts
   • Designing inbound and outbound call flows
   • Creating menus and call prompts
   • Managing system and user prompts
   • 3.3 Configuring and Testing Call FlowsCreating scripts and adding variablesTesting call flows and configurationsLab Session: Creating a basic IVR menu and testing call flows.
   • Creating scripts and adding variables
   • Testing call flows and configurationsLab Session: Creating a basic IVR menu and testing call flows.
4. 04Quality Management and Evaluations9 topics

   • 4.1 Quality Management OverviewImportance of call recording and quality evaluationsCreating recording policies and managing evaluations
   • Importance of call recording and quality evaluations
   • Creating recording policies and managing evaluations
   • 4.2 Creating and Managing Evaluation FormsSetting up evaluation criteria and scoringManaging feedback and quality assurance
   • Setting up evaluation criteria and scoring
   • Managing feedback and quality assurance
   • 4.3 Using Quality Management DashboardsMonitoring and evaluating performanceSetting up alerts and notificationsLab Session: Configuring a recording policy and creating an evaluation form.
   • Monitoring and evaluating performance
   • Setting up alerts and notificationsLab Session: Configuring a recording policy and creating an evaluation form.
5. 05Workforce Management10 topics

   • 5.1 Introduction to Workforce Management (WFM)Benefits and impact of WFM on contact centersOverview of WFM features
   • Benefits and impact of WFM on contact centers
   • Overview of WFM features
   • 5.2 Scheduling and ForecastingShort-term forecasting and intraday monitoringCreating and managing schedulesConfiguring agent shifts and time-off management
   • Short-term forecasting and intraday monitoring
   • Creating and managing schedules
   • Configuring agent shifts and time-off management
   • 5.3 Monitoring and Reporting Workforce MetricsReal-time adherence monitoringReporting on schedule adherence and agent performanceLab Session: Creating a schedule and monitoring adherence.
   • Real-time adherence monitoring
   • Reporting on schedule adherence and agent performanceLab Session: Creating a schedule and monitoring adherence.
6. 06Reporting and Analytics9 topics

   • 6.1 Overview of Reporting and AnalyticsUnderstanding the analytics workspacePerformance dashboards and views
   • Understanding the analytics workspace
   • Performance dashboards and views
   • 6.2 Creating and Managing ReportsHistorical reports and real-time data viewsCustom dashboards and alert configuration
   • Historical reports and real-time data views
   • Custom dashboards and alert configuration
   • 6.3 Utilizing Analytics for Performance ManagementMonitoring agent and queue performanceUsing analytics to identify areas of improvementLab Session: Creating custom dashboards and configuring alerts.
   • Monitoring agent and queue performance
   • Using analytics to identify areas of improvementLab Session: Creating custom dashboards and configuring alerts.
7. 07Outbound Campaign Management9 topics

   • 7.1 Overview of Outbound CampaignsUnderstanding outbound dialing modesSetting up outbound campaigns
   • Understanding outbound dialing modes
   • Setting up outbound campaigns
   • 7.2 Managing Contact Lists and Do Not Contact ListsCreating and managing contact listsCompliance with Do Not Contact (DNC) regulations
   • Creating and managing contact lists
   • Compliance with Do Not Contact (DNC) regulations
   • 7.3 Monitoring Outbound Campaign PerformanceConfiguring dialing strategies and monitoring performanceAnalyzing outbound campaign resultsLab Session: Creating an outbound campaign and configuring dialing modes.
   • Configuring dialing strategies and monitoring performance
   • Analyzing outbound campaign resultsLab Session: Creating an outbound campaign and configuring dialing modes.
8. 08Advanced Features and Integrations6 topics

   • 8.1 Integrations with Third-Party SystemsIntegration overview (Salesforce, Zendesk, etc.)Configuring data actions and API integrations
   • Integration overview (Salesforce, Zendesk, etc.)
   • Configuring data actions and API integrations
   • 8.2 Advanced Architect FlowsCreating common modules and workflow integrationsConfiguring secure call flowsLab Session: Configuring an integration with a third-party system.
   • Creating common modules and workflow integrations
   • Configuring secure call flowsLab Session: Configuring an integration with a third-party system.
9. 09Certification Preparation and Best Practices6 topics

   • 9.1 Genesys Cloud CX Certification PathCertification levels and prerequisitesPractice questions and mock tests
   • Certification levels and prerequisites
   • Practice questions and mock tests
   • 9.2 Best Practices for Genesys Cloud CX AdministrationTips for optimizing performance and ensuring complianceTroubleshooting common issues
   • Tips for optimizing performance and ensuring compliance
   • Troubleshooting common issues

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