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

• 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