Genesys Advanced Contact Center Bootcamp - 10 Days
VoiceBootcamp's 10-day advanced bootcamp focused on Genesys Cloud CX Contact Center Administration provides an immersive and in-depth training experience for individuals looking to take their contact center management skills to the next level. This intensive bootcamp is designed for individuals who already have a solid foundation in contact center management and are familiar with the basic concepts of telephony parameters, user roles, and other related topics.
Throughout the 10-day program, participants will dive deeper into the Genesys Cloud CX environment, gaining a comprehensive understanding of the platform's fundamental concepts and major components associated with the Contact Center feature set. This includes hands-on exercises and group projects to facilitate participants' understanding of the administration of a contact center using the Genesys Cloud CX platform.
Genesys Advanced Contact Center Bootcamp
- Genesys Cloud CX: Implementation & Contact Center Administration - 5 Days
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- Genesys Cloud CX: Implementation (collaboration/communicate)
- Genesys Cloud CX: Contact Center Administration
- Genesys Cloud CX: Architect
- Genesys Cloud CX: Reporting and Analytics
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- Genesys Cloud CX: Advanced Contact Center Administration - 5 Days
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- Genesys Cloud CX: Scripting
- Genesys Cloud CX: Outbound
- Genesys Cloud CX: Quality Management
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What is included
- 10-day intensive instructor-led training on Genesys Cloud Collaboratin & Contact Center
- Contact Center Expert instructor and author of 12+ vBooks, Faisal Khan, As a owner with a vested interest in student success and satisfaction.
- 2-year retake policy for added flexibility and confidence in passing the exam
- 5 Year Access to a comprehensive e-learning platform (valued at $3,499+) with covering 12 new skills- MS Team, WebEx, Cisco & More...
Course Fee from $3,499*
This course is part of Triple Course package
Course Outline
Genesys Cloud CX: Implementation
This course provides an overview of the Genesys Cloud CX environment and describes the components that can be configured when creating a new contact center. You will also learn how to add and update users, assign user roles, configure telephony parameters for the contact center and users, and so on. In addition, this course introduces the terminologies used in Genesys Cloud CX as it relates to common terminologies used in contact centers.
Course Objectives
The Genesys Cloud CX: Implementation ILT course covers the following objectives:
- Describe the Genesys Cloud CX platform and its component
- Explain the purpose of Genesys Cloud CX Collaborate in an enterprise
- Implement and configure Genesys Cloud CX Collaborate.
- Discuss the capabilities of Genesys Cloud CX Communicate.
- Implement and configure Genesys Cloud CX Communicate.
Genesys Cloud CX: Contact Center Administration
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. You will also gain a familiarity with daily contact center monitoring and administration tasks, preparing you for the specialization courses which dive deeper into the topics presented here.
Course Objectives
Explain the basics of Genesys Cloud CX: Contact Center Administration.
- Configure Automatic Call Distribution to optimize customer service.
- Discuss the purpose and capabilities of Genesys Cloud CX Architect in a contact center.
- Describe the Genesys Cloud CX data actions integration.
- Explain the use of Scripting in a Genesys Cloud CX contact center.
- Outline the basic features of Genesys Cloud CX outbound dialing.
- Describe the use of Reports and Dynamic Views in contact center management.
- Describe quality management in a Genesys Cloud CXcontact center.
- Describe Workforce Management in a Genesys Cloud CX contact center.
Genesys Cloud CX: Implementation & Contact Center Administration
Chapter 1 - Overview of The Genesys Cloud CX Platform
1.1 Learning Objectives
1.2 Introduction to Genesys Cloud CX
1.3 Overview of the Genesys Cloud CX Platform
1.4 Licensing in Genesys Cloud CX Contact Center
Chapter 2 Introduction to Genesys Cloud CX Collaborate
2.1 Learning Objectives
2.2 Genesys Cloud CX Overview
2.3 Accessing Genesys Cloud CX
2.4 Learning Summary
Chapter 3 Configurations of Genesys Cloud CX Collaborate
3.1 Learning Objectives
3.2 Overview of Configurations
3.3 Main Configurations of the Organization
3.4 Location Configuration
3.5 User Profile Configuration
3.6 Adding People to the Contact Center
3.7 Organizing People
3.8 Data Management in Genesys Cloud CX
3.9 Learning Summary
Chapter 4 Features and Configurations of Genesys Cloud CX Communicate
4.1 Learning Objectives
4.2 Features of Genesys Cloud CX Communicate
4.3 Genesys Cloud CX Telephony Overview
4.4 Genesys Cloud CX Telephony Configuration Setup
4.5 Trunks in Genesys Cloud CX
4.6 Sites in Genesys Cloud CX
4.7 Edges in Genesys Cloud CX
4.8 Functions an Edge Provides
4.9 Edge Configuration
4.10 Phone Management in Genesys Cloud CX
4.11 DIDs in Genesys Cloud CX
4.12 Extensions in Genesys Cloud CX
4.13 Relationship Between Locations, Sites, Edges, and Edge Group
4.14 Architect Features in the Communicate License
4.15 Learning Summary
Chapter 5 Advanced Configuration of Number Plans and Outbound Routes
5.1 Learning Objectives
5.2 Importance of Number Plans and Outbound Routes Configuration
5.3 Customizing Number Plans and Outbound Routes
5.4 Learning Summary
Genesys Cloud CX: Advanced Contact Center Administration
Chapter 1 - Genesys Cloud Platform
1.1 Learning Objectives
1.2 Overview of the Genesys Cloud Platform
1.3 User Interface Review
1.4 Learning Summary
Chapter 2 - The Basics of Genesys Cloud Contact
2.1 Learning Objectives
2.2 Genesys Cloud Contact Center and Customer Experience
2.3 Features of Genesys Cloud Contact Center
2.4 Levels of Contact Center Licensing
2.5 Learning Summary
Chapter 3 - Automatic Call Distribution
3.1 Learning Objectives
3.2 ACD processing
3.3 Interaction flow and queue design
3.4 Evaluation and Routing combinations
3.5 Agent Utilization
3.6 ACD Skills and Language Skills
3.7 Wrap-Up codes
3.8 After Call Work (ACW)
3.9 ACD queue configuration
3.10 Call routing configuration
3.11 Agent Activation
3.12 ACD Web Chat
3.13 ACD Email
3.14 ACD Messages
3.15 Learning Summary
Chapter 4 - Supervisor Tools
4.1 Learning Objectives
4.2 Overview
4.3 Types of Reports
4.4 Performance Dashboards
4.5 Alert Management
4.6 Activate and Deactivate Agents in Queues
4.7 Monitoring In-progress Interactions
4.8 Learning Summary
Chapter 5 - Roles, Permissions, and Divisions
5.1 Learning Objectives
5.2 Roles and Permissions
5.3 License Management
5.4 Divisions
5.4 Learning Summary
Chapter 6 - The Purpose of Genesys Cloud Architect
6.1 Learning Objectives
6.2 The Purpose of Genesys Cloud Architect in a Contact Center
6.3 Main Features of Genesys Cloud Architect
6.4 Options for Call Flow Management
6.5 Prompts
6.6 Learning Summary
Chapter 7 - Scripting in Genesys Cloud Contact Center
7.1 Learning Objectives
7.2 Scripts and Basic Script Functionality
7.3 Creating a basic script
7.4 Learning Summary
Chapter 8 - Outbound Dialing
8.1 Learning Objectives
8.2 Overview of Outbound Dialer
8.3 Dialing Modes
8.4 Lists
8.5 Creating a campaign
8.6 Learning Summary
Chapter 9 - Quality Management in the Contact Center
9.1 Learning Objectives
9.2 Quality Management Overview
9.3 Recording Policies and Evaluations
9.4 How to Enable Call Recording
9.5 Recording Policies
9.6 Evaluation Forms
9.7 Performance Dashboards
9.8 Learning Summary
Chapter 10 - Workforce Management in the Contact Center
10.1 Learning Objectives
10.2 Overview
10.3 Benefits of Using Genesys Cloud Agent Scheduling
10.4 Management Units and Schedules
10.5 Learning Summary
Genesys Cloud CX: Architect
Chapter 1 - Introduction to Genesys Cloud Architect
1.1 Learning Objectives
1.2 Interactive Voice Response
1.3 Architect
1.4 Components of Architect
1.5 Speech Recognition
1.6 Introduction to Architect User Interface
1.7 Help
1.8 Overview to Create a New Flow
1.9 Learning Summary
Chapter 2 - Admin Interface
2.1 Learning Objectives
2.2 Admin Interface Overview
2.3 Task Editor Interface
2.4 Default Flow Settings
2.5 Default Action Settings
2.6 Event Handling
2.7 Default Menu Settings
2.8 Default Supported Languages in Flow Settings
2.9 Default Speech Recognition Settings
2.10 Managing Flows
2.11 Learning Summary
Chapter 3 - Variables and Prompts
3.1 Learning Objectives
3.2 Variables
3.3 Expressions
3.4 Prompts
3.5 Bulk Import Feature
3.6 Inbound Flow
3.7 Learning Summary
Chapter 4 - Scheduling in Genesys Cloud
4.1 Learning Objectives
4.2 Schedules
4.3 Schedule in Routing
4.4 Schedule Based Routing
4.5 Schedule Groups
4.6 Logical Connection of Schedules
4.7 Learning Summary
Chapter 5 - Flow Configurations
5.1 Learning Objectives
5.2 Routing Strategies
5.3 Inbound Flow with CRM Integration
5.5 In-Queue Flow
5.7 Secure Flow
5.9 Outbound Flow
5.11 Inbound Email Flow
5.13 Learning Summary
Genesys Cloud CX: Reporting and Analytics
Chapter 1 Introduction to Reporting and Analytics
1.1 Learning Objectives
1.2 Reports Overview
1.3 Analytics Overview
1.4 Supervisor App for iOS
1.5 Learning Summary
Chapter 2 Genesys Cloud CX Reports
2.1 Learning Objectives
2.2 Genesys Cloud CX Reports
2.3 Agent Reports
2.4 Queue Reports
2.5 Outbound and Other Reports
2.6 Learning Summary
Chapter 3 Working with Reports
3.1 Learning Objectives
3.2 Report Basics
3.3 Report Examples and History
3.4 Learning Summary
Chapter 4 Troubleshooting Reports
4.1 Learning Objectives
4.2 Report Failures
4.3 Why Reports Become Disabled
4.4 Best Practices
4.5 Learning Summary
4.6 Learning Check
Chapter 5 Dynamic Views
5.1 Learning Objectives
5.2 Workspaces
5.3 Performance Dashboards
5.4 Queues and Queues Activity Views
5.5 My Queues Activity
5.6 Agent Views
5.7 Interactions View
5.8 Skills Performance
5.9 Managing Your Team Through Presence and Status
5.10 Other Performance Views and Dashboards
5.11 Exporting Views
5.12 Learning Summary
Genesys Cloud CX: Scripting
Chapter 1 - Overview of Scripting
1.1 Learning Objectives
1.2 Scripts in a Contact Center
1.3 Scenario: Using a Script
1.4 Genesys Cloud Scripts
1.5 Roles and Permissions
1.7 Learning Summary
Chapter 2 - Script Editor Interface
2.1 Learning Objectives
2.2 Navigation
2.3 Script Editor User Interface Elements
2.4 Script Properties
2.5 Containers
2.6 Nesting Indicators
2.7 Workspace
2.8 Right Pane Assets
2.9 Page Properties
2.10 Create a New Script from an Outbound Template
2.11 Learning Summary
Chapter 3 - Script Management
3.1 Learning Objectives
3.2 Features in Script Management
3.3 Template in Scripts
3.5 Learning Summary
Chapter 4 - Variables in Scripts
4.1 Learning Objectives
4.2 Variables in Scripts
4.3 Transferring Data to and from Scripts
4.4 Steps to Create a New Variable
4.5 Custom Variable Scenario
4.6 Learning Summary
Chapter 5 - Actions in Scripts
5.1 Learning Objectives
5.2 Actions
5.3 Sensitive Data Transmission Between Scripts and Secure Call Flow
5.4 Procedure to Use Invoke Secure Flow Action
5.5 Agent to Agent Transfer Scenario
5.6 Outbound Scenario - Updating Contact List
5.7 Add a New Contact to the Outbound Campaign from Scripts
5.8 DNC List in Scripts
5.9 Callback Scenario
5.10 Procedure to Configure Outbound Callback Action
5.11 Create Custom Action Scripts
5.12 Read and Write Data from Scripts
5.14 Learning Summary
Genesys Cloud CX: Outbound
Chapter 1 - Introduction to Outbound Concepts
1.1 Learning Objectives
1.2 Introduction to Outbound
1.3 Key Capabilities of Genesys Cloud CX Outbound
1.4 Roles and Permissions
1.5 Creating an Outbound Strategy
1.6 Learning Summary
Chapter 2 - Contact Lists
2.1 Learning Objectives
2.1 Learning Objectives
2.3 Creating a Contact List
2.4 Managing Contact Lists
2.5 Appending Records to a Contact List
2.6 Learning Summary
Chapter 3 - Dialing Modes
3.1 Learning Objectives
3.2 Dialing Modes
3.3 FAQs
3.4 Learning Summary
Chapter 4 - Campaigns
4.1 Learning Objectives
4.2 Introduction to Campaigns
4.3 Creating an SMS Campaign
4.4 Creating a Preview Campaign
4.5 Creating a Power Campaign
4.6 Managing Campaigns in Campaigns View
4.7 Starting a Campaign
4.8 Recycling a Campaign
4.9 Downloading Contact List Records with System-Generated Columns
4.10 Learning Summary
Chapter 5 - Contact List Filters
5.1 Learning Objectives
5.2 Contact List Filters
5.3 Creating a Contact List Filter Set
5.4 Contact List Filters View
5.5 Learning Summary
Chapter 6 - DNC Lists
6.1 Learning Objectives
6.2 DNC Lists Overview
6.3 Creating and Assigning a DNC List
6.4 Managing DNC List Entries
6.5 Append Records to an Internal DNC List
6.6 Learning Summary
Chapter 7 - Limiting Contact Attempts
7.1 Learning Objectives
7.2 Attempt Controls Overview
7.3 Configuring and Assigning Attempt Controls
7.4 Viewing Recalls Scheduled by Attempt Controls
7.5 Schedule Callbacks During Interaction
Chapter 8 - Time Zone Management
8.1 Learning Objectives
8.2 Time Zone Management Overview
8.3 Contactable Time Sets
8.4 Creating and Assigning Contactable Time Sets
8.5 Contactable Time Sets View
8.6 Automatic Time Zone Mapping
8.7 Previewing Automatic Time Zone Mapping Results
8.8 Overriding Default Dialing Windows
8.9 Learning Summary
Chapter 9 - Call Analysis Response
9.1 Learning Objectives
9.2 Call Analysis Response Overview
9.3 Creating and Assigning Call Analysis Response Entry
9.4 Managing Call Analysis Response Entries
9.5 Learning Summary
Chapter 10 - Campaign Dashboard
10.1 Learning Objectives
10.2 Campaign Dashboard
10.3 Outbound Campaign Details View
10.4 Transferring and Wrapping-Up Calls from the Campaign Details View
Chapter 11 - Call Rules
11.1 Learning Objectives
11.2 Rule Management Overview
11.3 Creating a Set of Call Rules
11.4 Adding a Call Rule
11.5 Managing Rule Sets
Chapter 12 - Sequencing
12.1 Learning Objectives
12.2 Create a Sequence of Campaigns
12.3 Start or Pause a Sequence
12.4 Managing a Sequence
12.5 Learning Summary
Chapter 13 - Campaign Rules
13.1 Learning Objectives
13.2 Creating a Campaign Rule
13.3 Managing Campaign Rules
13.4 Learning Summary
Chapter 14 - Wrap-Up Code Mapping
14.1 Learning Objectives
14.2 Wrap-Up Code Mapping
14.3 Learning Summary
Chapter 15 - Scheduling
15.1 Learning Objectives
15.2 Creating a Schedule Entry
15.3 Learning Summary
Chapter 16 - Audit Search
16.1 Learning Objectives
16.2 Using Audit Search
16.3 Learning Summary
Chapter 17 - Event Viewer
17.1 Learning Objectives
17.2 Event Viewer
17.3 Event Levels and Categories
17.4 Learning Summary
Chapter 18 - Outbound Settings
18.1 Learning Objectives
18.2 Outbound Settings
18.3 Learning Summary
Genesys Cloud CX: Quality Management
Chapter 1 Workforce Management Overview
1.1 Learning Objectives
1.2 Introduction to Workforce Management
1.3 Overview of Genesys Cloud CX Workforce Management
1.4 Roles and Permissions for Genesys Cloud CX Workforce Management
1.5 Workforce Management Supported Configurations
1.6 Learning Check
1.7 Learning Summary
Chapter 2 Workforce Management Configuration
2.1 Learning Objectives
2.2 Business Units
2.3 Add a Business Unit
2.4 Management Units
2.5 Add a Management Unit
2.6 Service Goal Templates
2.7 Manage a Service Goal Template
2.8 Planning Groups
2.9 Add a Planning Group
2.10 Add Interaction Route Paths to a Planning Group
2.11 Add Agents to a Management Unit
2.12 Manage Agents in a Management Unit
2.13 Activity Codes
2.14 Add an Activity Code
2.15 Manage Activity Codes
2.16 Learning Check
Chapter 3 Work Plans
3.1 Learning Objectives
3.2 Work Plans Overview
3.3 Add a Work Plan
3.4 Work Plan Details Configuration
3.5 Configure a Work Plan's Daily Shifts
3.6 Set Up Shift Activities
3.7 Add Agents to a Work Plan
3.8 Validate and Save a Work Plan
3.9 Work Plan Rotations
3.10 Add Agents to a Work Plan Rotation
3.11 Learning Check
Chapter 4 Working with Forecasts
4.1 Learning Objectives
4.2 Forecasts Overview
4.3 Forecasts Editor
4.4 Add a Forecast
4.5 Forecast Modifications
4.6 Forecast Source Data
4.7 Export a Forecast
4.8 Historical Data Import
4.9 Learning Check
Chapter 5 Schedules
5.1 Learning Objectives
5.2 Schedules Overview
5.3 Add a Blank Schedule
5.4 Generate a Forecast-Based Schedule
5.5 Edit a Schedule
5.6 Manage Schedules
5.7 Swap Shifts
5.8 Learning Check
Chapter 6 Time-Off Requests
6.1 Learning Objectives
6.2 Time-Off Features Overview
6.3 Time-Off Limits
6.4 Time-Off Plans
6.5 Time-Off Requests
6.6 Genesys Tempo Mobile Application
6.7 Learning Check
Chapter 7 Real-Time and Historical Adherence
7.1 Learning Objectives
7.2 Real-Time Adherence Overview
7.3 Navigate Real-Time Adherence View
7.4 Historical Adherence Overview
7.5 Configure Historical Adherence
7.6 Intraday Monitoring
7.7 Learning Check
Chapter 8 Performance Views for Agents
8.1 Learning Objectives
8.2 Agent Schedule
8.3 Agent Time-Off Requests
8.4 Learning Check
- Familiarity with the Genesys Cloud CX User and Admin Interfaces
- Familiarity with the features of Genesys Cloud CX Collaborate and Genesys Cloud CX Communicate
Instructor: Faisal H. Khan
Faisal Khan is a highly experienced Cisco and Microsoft technologies instructor with over 20 years of teaching experience across the world. With his deep expertise and knowledge in networking technologies, he has become a well-known figure in the IT industry.
Faisal has achieved two CCIE certifications, which are considered as one of the most prestigious and challenging certifications in the IT industry. His commitment and dedication towards his profession have led him to develop over 10+ Cisco Self Study video books that are sold around the world. These self-study materials have been highly acclaimed by many students and professionals who have found them extremely helpful in their journey to become Cisco certified professionals.
As the owner of VoiceBootcamp, Faisal is deeply committed to the success and satisfaction of his students. He has a vested interest in ensuring that his students receive the highest quality training and support to help them achieve their goals. His dedication to his craft and passion for teaching has earned him a reputation as one of the best Cisco instructors in the business.