By the end of this course, you will be able to:

• Understand Genesys Cloud CX Fundamentals
  Learn the architecture, features, and capabilities of the Genesys Cloud CX platform for modern contact centers.
• Administer and Configure Genesys Cloud CX
  Set up organizations, manage users, assign roles, configure groups, and apply security and compliance settings.
• Design and Manage Contact Routing
  Build and customize Architect flows, IVR menus, queues, routing rules, and escalation paths to improve customer experiences.
• Set Up Omnichannel Engagement
  Enable and manage voice, email, chat, SMS, and social channels for seamless customer communication.
• Integrate with Third-Party Applications
  Connect Genesys Cloud CX with CRM platforms (Salesforce, ServiceNow, Dynamics 365) and external databases for real-time data-driven routing.
• Use Workforce Engagement Management (WEM)
  Explore quality management, workforce scheduling, and performance analytics to boost agent efficiency and customer satisfaction.
• Leverage AI and Automation
  Deploy bots with Genesys Dialog Engine Bot Flows or integrate with Google Dialogflow, and apply AI-driven routing and analytics.
• Monitor and Analyze Contact Center Performance
  Use built-in dashboards, analytics, and reporting tools to track KPIs, call quality, and customer sentiment.
• Hands-on Practical Labs
  Gain real-world skills by configuring flows, managing users, enabling channels, and simulating real customer interaction scenarios.

Genesys Contact Center Administration

Configuring User Skills

• 1.1 Configuring User Skills

• 1.2 Configuring ACD Languages

• 1.3 Adding Skills to Users

Creating Wrap-Up Codes

• 2.1 Creating Wrap-Up Codes

Creating a Queue

• 3.1 Creating and Configuring Queues

• 3.2 Additional Queue Configuration

Configuting Utilization

• 4.1 Configuring Utilization

Domain and Email Address

• 5.1 Adding Domain and Email Address

Alerts

• 6.1 Creating an Alert Rule

• 6.2 Activating Agents (as Supervisor)

• 6.3 Activating an Agent (as Agent)

Divisions, Roles, and Permissions

• 7.1 Configuring Divisions

• 7.2 Creating a New Role

• 7.3 Adding a User to a Division and Assigning a Role

Audio Prompts

• 8.1 Uploading a Prompt

• 8.2 Recording a Prompt

Default Hold Music

• 9.1 Replacing Default Hold Music

Automatic Call Distribution

• 10.1 Configuring Architect Routing

• 10.2 Configuring IVR Routing

Putting It All Together

• 11.1 Testing ACD Calls

• 11.2 Testing ACD Email

• 11.3 Testing Utilization

• 11.4 Testing ACD Skills

Scripting

• 12.1 Configuring a Basic Script

• 12.2 Testing the Script

Advanced Architect Configurations

Create an Inbound Call Flow

• 1.1 Performing the Pre-Requisites

• 1.2 Creating a New Inbound Call Flow

• 1.3 Configuring Main Menu and Language Settings

• 1.4 Configuring Customer’s Preferred Language

• 1.5 Configuring Assistance Type

• 1.6 Testing an Inbound Call

Configuring Schedule Groups

• 2.1 Configuring Schedules

• 2.2 Configuring Schedule Groups

• 2.3 Testing an Inbound Call

Create an Inbound Call Flow to Collect Data from a Database

• 3.1 Creating a New Script

• 3.2 Configuring Salesforce Data Action

• 3.3 Creating an Inbound Flow

• 3.4 Testing an Inbound Call

Create an In-Queue Call Flow

• 4.1 Importing New Prompts

• 4.2 Creating an In-Queue Flow

• 4.3 Testing the In-Queue Flow

Create a Secure Call Flow

• 51 Creating a Data Table to Store Customer Details

• 52 Creating a Secure Flow

• 53 Creating an Inbound Call Flow

• 54 Testing the Secure Call Flow

Create an Outbound Call Flow

• 6.1 Performing the Pre-Requisites

• 6.2 Creating a Data Table to Store Customer Details

• 6.3 Creating an Outbound Call Flow

• 6.4 Testing the Outbound Call Flow

Create an Inbound Email Call Flow

• 7.1 Creating a New Queue

• 7.2 Creating an Inbound Email Flow

• 7.3 Testing the Inbound Email Flow

Advanced Genesys CX Scripting

Create a Script

• 1.1 Add Company Logo to the Workspace

• 1.2 Add Contact List to the Genesys Cloud CX Environment

• 1.3 Create a Script

• 1.4 Create a Campaign

• 1.5 Test the Created Script

Create a Script Template

• 2.1 Create a Script Template

• 2.2 Create a New Script from a Template

Create a Component Template

• 3.1 Create a Component Template

• 3.2 Verify the Create Component Template

Export and Import a Script

• 4.1 Export the Outbound Update List Script

• 4.2 Import and Delete a Script

Create Custom Variable

• 5.1 Add Variable to a Script

• 5.2 Configure the Script Layout

• 5.3 Test the Configured Layout

Add DNC Feature to Outbound Update List

• 6.1 Add DNc Option to a Script

• 6.2 Configure the DNC List

• 6.3 Configure the Campaign with the DNC List and Script

• 6.4 Test the DNC List Feature

Create a Script with Multiple Page

• 7.1 Configure a New Page

• 7.2 Configure the Start Page with a Navigation

Execute Data Actions from a Script

• 8.1 Configure Salesforce Integration

• 8.2 Create a Script to Execute a Data Action

• 8.3 Configure a Data Action in a Script

• 8.4 Configure the Agent Permissions to Execute a Data Action

• 8.5 Configure the Campaign with the Script

• 8.6 Test the Data Action Feature

Test the Script Using Inbound Interaction

• 9.1 Import an Inbound Call Flow

• 9.2 Create a Call Route

• 9.3 Create a Script

• 9.4 Assign the Created Script to a Queue

• 9.5 Test Incoming Interaction

• Genesys Contact Center Administration

   

  Configuring User Skills

  • 1.1 Configuring User Skills

  • 1.2 Configuring ACD Languages

  • 1.3 Adding Skills to Users

   

  Creating Wrap-Up Codes

  • 2.1 Creating Wrap-Up Codes

   

  Creating a Queue

  • 3.1 Creating and Configuring Queues

  • 3.2 Additional Queue Configuration

   

  Configuting Utilization

  • 4.1 Configuring Utilization

   

  Domain and Email Address

  • 5.1 Adding Domain and Email Address

  Alerts

  • 6.1 Creating an Alert Rule

  • 6.2 Activating Agents (as Supervisor)

  • 6.3 Activating an Agent (as Agent)

   

  Divisions, Roles, and Permissions

  • 7.1 Configuring Divisions

  • 7.2 Creating a New Role

  • 7.3 Adding a User to a Division and Assigning a Role

   

  Audio Prompts

  • 8.1 Uploading a Prompt

  • 8.2 Recording a Prompt

   

  Default Hold Music

  • 9.1 Replacing Default Hold Music

   

  Automatic Call Distribution

  • 10.1 Configuring Architect Routing

  • 10.2 Configuring IVR Routing

  Putting It All Together

  • 11.1 Testing ACD Calls

  • 11.2 Testing ACD Email

  • 11.3 Testing Utilization

  • 11.4 Testing ACD Skills

  Scripting

  • 12.1 Configuring a Basic Script

  • 12.2 Testing the Script