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Advanced 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.
What is included
☎️- 5-day intensive instructor-led
☎️- Contact Center Expert instructor
☎️- 2-year retake policy
☎️- Full Access to VoiceBootcamp eLearning - 400+ Video labs/lectures
Course Fee - $2,499 USD
Buy Now Pay Later - Financing Available for US Resident/Citizen*
Split your purchase into 4 interest-free payments or choose to pay over 6 or 12 months with interest for purchases over $400.
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Sign up by April 30, 2025 & Save 50%
Use Discount code: VBCX50
| Image | Event | Event Date | Location | Individual Price | Register |
|---|---|---|---|---|---|
| Genesys Contact Center Training | 04-28-2025 9:30 am | Online - Eastern Time Zone GMT - 5 | $2,999.00 | ||
| Genesys Contact Center Training | 05-26-2025 9:30 am | Online - Pacific Time Zone GMT - 8 | $2,999.00 | ||
| Genesys Contact Center Training | 06-02-2025 9:30 am | Online - Singapore Timezone - GMT +8 | $2,999.00 | ||
| Genesys Contact Center Training | 07-07-2025 9:30 am | Online - Dubai, UAE Timezone - GMT +4 | $2,999.00 | ||
| Genesys Contact Center Training | 07-28-2025 9:30 am | Online - Eastern Time Zone GMT - 5 | $2,999.00 | ||
| Genesys Contact Center Training | 08-25-2025 9:30 am | Online - Pacific Time Zone GMT - 8 | $2,999.00 | ||
| Genesys Contact Center Training | 09-01-2025 9:30 am | Online - Singapore Timezone - GMT +8 | $2,999.00 | ||
| Genesys Contact Center Training | 10-06-2025 9:30 am | Online - Dubai, UAE Timezone - GMT +4 | $2,999.00 | ||
| Genesys Contact Center Training | 10-27-2025 9:30 am | Online - Eastern Time Zone GMT - 5 | $2,999.00 | ||
| Genesys Contact Center Training | 11-24-2025 9:30 am | Online - Pacific Time Zone GMT - 8 | $2,999.00 |
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Course Outline
Course Outline
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
What You Will Learn
Prerequisites
