Genesys Cloud Administrator Training

Focused View

Jonathan Nolan

5:01:20

5 View

1. Introduction to Genesys Cloud

1. Introduction to Genesys Cloud Administrator.mp4

06:56

2. Administrator Interface

1. Administrator Interface & Account Settings.mp4

12:38

2.1 Add a Destination for Issue Submissions.html

2.2 Add a Destination for Issue Submissions.pdf

2. Hands-On Exercise Add a Destination for Issue Submissions.html

3.1 Add Secondary Statues for a Primary Status.html

3.2 Add secondary statuses for a primary status.pdf

3. Hands-On Exercise Add Secondary Statuses for a Primary Status.html

4.1 Allow IP Addresses.html

4.2 Allow IP addresses.pdf

4. Hands-On Exercise Allow IP Addresses.html

5.1 Allow PII in Email Notifications for Voicemail.html

5.2 Allow PII in email notifications for voicemail.pdf

5. Hands-On Exercise Allow PII in Email Notifications for Voicemail.html

6.1 Automatically Backfill Roles with New Permissions.html

6.2 Automatically backfill roles with new permissions.pdf

6. Hands-On Exercise Automatically Backfill Roles with New Permissions.html

7.1 Change the Default Country Code.html

7.2 Change the Default Country Code.pdf

7. Hands-On Exercise Change the Default Country Code.html

8.1 Change the Default Language.html

8. Hands-On Exercise Change the Default Language.html

9.1 Change the Retention Days for Collaborate Chat Messages.html

9.2 Change the retention days for Collaborate chat messages.pdf

9. Hands-On Exercise Change the Retention Days for Collaborate Chat Messages.html

10.1 Choose the Organizations Default TTS Engine.html

10.2 Choose the Organizations Default TTS Engine.pdf

10. Hands-On Exercise Choose the Organizations Default TTS Engine.html

11.1 Configure Invite Links.html

11. Hands-On Exercise Configure Invite Links.html

12.1 Enable Automatic Redaction of Sensitive Information.html

12.2 Enable automatic redaction of sensitive information.pdf

12. Hands-On Exercise Enable Automatic Redaction of Sensitive Information.html

13.1 Enable Communication Level After Call Work.html

13.2 Enable communication level After Call Work.pdf

13. Hands-On Exercise Enable Communication Level After Call Work.html

14.1 Enable Voicemail Notifications.html

14.2 Enable voicemail notifications.pdf

14. Hands-On Exercise Enable Voicemail Notifications.html

15.1 Enable Voicemail Transcription.html

15.2 Enable voicemail transcription.pdf

15. Hands-Ond Exercise Enable Voicemail Transcription.html

16.1 Manage Genesys Cloud Embedding.html

16.2 Manage Genesys Cloud embedding.pdf

16. Hands-On Exercise Manage Genesys Cloud Embedding.html

17.1 Reset an Agents Routing Score After Presence Changes.html

17.2 Reset an Agents Routing Score After Presence Changes.pdf

17. Hands-On Exercise Reset an Agents Routing Score After Presence Changes.html

18.1 Restore Presence for Agents who Disconnect.html

18.2 Restore previous presence for agents who disconnect and then reconnect to Genesys Cloud.pdf

18. Hands-On Exercise Restore Presence for Agents who Disconnect.html

19.1 Route Email to Multiple Destinations.html

19.2 Route email to multiple destinations.pdf

19. Hands-On Exercise Route Email to Multiple Destinations.html

20.1 Set an automatic inactivity timeout.pdf

20.2 Set an Automatic Inactivity Timer.html

20. Hands-On Exercise Set an Automatic Inactivity Timer.html

21.1 Set Genesys Cloud Password Requirements.html

21.2 Set Genesys Cloud password requirements.pdf

21. Hands-On Exercise Set Genesys Cloud Password Requirements.html

22.1 Set the Maximum Interaction Data Retention Time.html

22.2 Set the maximum interaction data retention time.pdf

22. Hands-On Exercise Set the Maximum Interaction Data Retention Time.html

23.1 Set the Maximum Voicemail Length.html

23.2 Set the Maximum Voicemail Length.pdf

23. Hands-On Exercise Set the Maximum Voicemail Length.html

24.1 Strip Skills From Voice Interactions on Blind Transfers.html

24.2 Strip Skills From Voice Interactions on Blind Transfers.pdf

24. Hands-On Exercise Strip Skills From Voice Interactions on Blind Transfers.html

25.1 Turn Off File Uploading in Internal Chats.html

25.2 Turn off file uploading in internal chats.pdf

25. Hands-On Exercise Turn Off File Uploading in Internal Chats.html

26.1 Turn Off Geolocation Detection.html

26.2 Turn off Geolocation Detection.pdf

26. Hands-On Exercise Turn Off Geolocation Detection.html

27.1 Turn Off Voicemail PIN.html

27.2 Turn off Voicemail PIN.pdf

27. Hands-On Exercise Turn Off Voicemail PIN.html

28.1 Turn on Free Seating.html

28.2 Turn on Free Seating.pdf

28. Hands-On Exercise Turn on Free Seating.html

29.1 View Your Security and Compliance Settings.html

29.2 View your security and compliance settings.pdf

29. Hands-On Exercise View Your Security and Compliance Settings.html

30. Module 2 Quiz.html

3. User Profiles, Roles, Permissions & Access Control

1. User Profiles, Roles, Permissions & Access Control.mp4

11:12

2.1 Add a Field to the Profile Configuration.html

2.2 Add a field to the profile configuration.pdf

2. Hands-On Exercise Add a Field to the Profile Configuration.html

3.1 Add a Section to the Profile Configuration.html

3.2 Add a section to the profile configuration.pdf

3. Hands-On Exercise Add a Section to the Profile Configuration.html

4.1 Copy and Customize an Existing Role.html

4.2 Copy and Customize an Existing Role.pdf

4. Hands-On Exercise Copy and Customize an Existing Role.html

5.1 Create a New Role.html

5.2 Create a new role.pdf

5. Hands-On Exercise Create a New Role.html

6.1 Disable Fields in the Profile Configuration.html

6.2 Disable fields in the profile configuration.pdf

6. Hands-On Exercise Disable Fields in the Profile Configuration.html

7.1 Enable Fields in the Profile Configuration.html

7.2 Enable fields in the profile configuration.pdf

7. Hands-On Exercise Enable Fields in the Profile Configuration.html

8.1 Rename a Field in the Profile Configuration.html

8.2 Rename a section in the profile configuration.pdf

8. Hands-On Exercise Rename a Field in the Profile Configuration.html

9.1 Rename a Section in the Profile Configuration.html

9.2 Rename a section in the profile configuration.pdf

9. Hands-On Exercise Rename a Section in the Profile Configuration.html

10.1 Reorder Fields in the Profile Configuration.html

10.2 Reorder fields in the profile configuration.pdf

10. Hands-On Exercise Reorder Fields in the Profile Configuration.html

11.1 Reorder Sections in the Profile Configuration.html

11.2 Reorder sections in the profile configuration.pdf

11. Hands-On Exercise Reorder Sections in the Profile Configuration.html

12. Module 3 Quiz.html

4. Contact Center

1. Contact Center Management.mp4

33:46

2.1 Add a Knowledge Base Article.html

2.2 Add a knowledge base article.pdf

2. Hands-On Exercise Add a Knowledge Base Article.html

3.1 Add Phrases to a Knowledge Base Article.html

3.2 Add phrases to a knowledge base article.pdf

3. Hands-On Exercise Add Phrases to a Knowledge Base Article.html

4.1 Add Categories to a Knowledge Base.html

4.2 Add categories to a knowledge base.pdf

4. Hands-On Exercise Add Categories to a Knowledge Base.html

5.1 Add Labels to a Knowledge Base.html

5.2 Add labels to a knowledge base.pdf

5. Hands-On Exercise Add Labels to a Knowledge Base.html

6.1 Create a Canned Response Library.html

6.2 Create a Library.pdf

6. Hands-On Exercise Create a Canned Response Library.html

7.1 Create Responses.html

7.2 Create responses.pdf

7. Hands-On Exercise Create Responses.html

8.1 Add a Wrap-Up Code.html

8.2 Add a wrap-up code.pdf

8. Hands-On Exercise Add a Wrap-Up Code.html

9.1 Create a Script.html

9.2 Create a script.pdf

9. Hands-On Exercise Create a Script.html

10.1 Add a Domain.html

10.2 Add a domain.pdf

10. Hands-On Exercise Add a Domain.html

11.1 Add Email Addresses to a Domain.html

11.2 Add email addresses to the domain.pdf

11. Hands-On Exercise Add Email Addresses to a Domain.html

12.1 Create a Widget for Web Chat.html

12.2 Create a widget for web chat.pdf

12. Hands-On Exercise Create a Widget for Web Chat.html

13.1 Create and Configure Queues.html

13.2 Create and configure queues.pdf

13. Hands-On Exercise Create and Configure Queues.html

14. Module 4 Quiz.html

5. Group & Directory Management

1. Group Management.mp4

16:10

2.1 Add a Contact.html

2.2 Add a contact.pdf

2. Hands-On Exercise Add a Contact.html

3.1 Add People One at a Time.html

3.2 Add people one at a time.pdf

3. Hands-On Exercise Add People One at a Time.html

4.1 Add an ACD Skill.html

4.2 Add an ACD skill.pdf

4. Hands-On Exercise Add an ACD Skill.html

5.1 Create a General Group.html

5.2 Create a general group.pdf

5. Hands-On Exercise Create a General Group.html

6.1 Create a Skill Expression Group.html

6.2 Create a skill expression group.pdf

6. Hands-On Exercise Create a Skill Expression Group.html

7.1 Create a Work Team.html

7.2 Create a work team.pdf

7. Hands-On Exercise Create a Work Team.html

8.1 Create a Division.html

8.2 Create a division.pdf

8. Hands-On Exercise Create a Division.html

9. Module 5 Quiz.html

6. Routing & Schedule Management

1. Call Flow Design Architect.mp4

13:22

2.1 Create a Schedule.html

2.2 Create a schedule.pdf

2. Hands-On Exercise Create a Schedule.html

3.1 Create a Schedule Group.html

3.2 Create a schedule group.pdf

3. Hands-On Exercise Create a Schedule Group.html

4.1 Add an Emergency Group.html

4.2 Add an emergency group.pdf

4. Hands-On Exercise Add an Emergency Group.html

5.1 Add a Call Route.html

5.2 Add a call route.pdf

5. Hands-On Exercise Add a Call Route.html

6.1 Add an Inbound Message Route.html

6.2 Add an inbound message route.pdf

6. Hands-On Exercise Add an Inbound Message Route.html

7.1 Add a Prompt.html

7.2 Add a prompt.pdf

7. Hands-On Exercise Add a Prompt.html

8.1 Disconnect an Interaction.html

8.2 Disconnect interactions.pdf

8. Hands-On Exercise Disconnect an Interaction.html

9. Module 6 Quiz.html

7. Integration Management & Platform Usuage

1. Integration Management & Platform Usage.mp4

15:23

2.1 Add a Genesys Cloud Data Action Integration.html

2.2 Add an Genesys Cloud data action integration.pdf

2. Hands-On Exercise Add a Genesys Cloud Data Action Integration.html

3.1 Add a Web Services Data Action Integration.html

3.2 Add a Web Services data action integration.pdf

3. Hands-On Exercise Add a Web Services Data Action Integration.html

4.1 Add a Google Data Action Integration.html

4.2 Add a Google data action integration.pdf

4. Hands-On Exercise Add a Google Data Action Integration.html

5.1 Add a Microsoft Dynamics 365 Data Action Integration.html

5.2 Add a Microsoft Dynamics 365 data action integration.pdf

5. Hands-On Exercise Add a Microsoft Dynamics 365 Data Action Integration.html

6.1 Add a Salesforce Data Action Integration.html

6.2 Add a Salesforce data action integration.pdf

6. Hands-On Exercise Add a Salesforce Data Action Integration.html

7.1 Add a Zendesk Data Action Integration.html

7.2 Add a Zendesk data action integration.pdf

7. Hands-On Exercise Add a Zendesk Data Action Integration.html

8.1 Add an Adobe Data Action Integration.html

8.2 Add an Adobe data action integration.pdf

8. Hands-On Exercise Add an Adobe Data Action Integration.html

9.1 Add an AWS Lambda Data Action Integration.html

9.2 Add an AWS Lambda data action integration.pdf

9. Hands-On Exercise Add an AWS Lambda Data Action Integration.html

10.1 Add Google Workspace as a Single Sign-On Provider.html

10.2 Add Google Workspace as a single sign-on provider.pdf

10. Hands-On Exercise Add Google Workspace as a Single Sign-On Provider.html

11.1 Add Microsoft ADFS as a single sign-on provider.pdf

11.2 Add Microsoft ADFS or Azure AD as a Single Sign-On Provider.html

11. Hands-On Exercise Add Microsoft ADFS or Azure AD as a Single Sign-On Provider.html

12.1 Add Okta as a Single Sign-On Provider.html

12.2 Add Okta as a single sign-on provider.pdf

12. Hands-On Exercise Add Okta as a Single Sign-On Provider.html

13.1 Add OneLogin as a Single Sign-On Provider.html

13.2 Add OneLogin as a single sign-on provider.pdf

13. Hands-On Exercise Add OneLogin as a Single Sign-On Provider.html

14.1 Add Ping Identity as a Single Sign-On Provider.html

14.2 Add Ping Identity as a single sign-on provider.pdf

14. Hands-On Exercise Add Ping Identity as a Single Sign-On Provider.html

15.1 Add a Generic as a Single Sign-On Provider.html

15.2 Add a generic single sign-on provider.pdf

15. Hands-On Exercise Add a Generic as a Single Sign-On Provider.html

16.1 Add PureConnect as a Single Sign-On Provider.html

16.2 Add PureConnect as a single sign-on provider.pdf

16. Hands-On Exercise Add PureConnect as a Single Sign-On Provider.html

17.1 Add Salesforce as a Single Sign-On Provider.html

17.2 Add Salesforce as a single sign-on provider.pdf

17. Hands-On Exercise Add Salesforce as a Single Sign-On Provider.html

18.1 Authorize Users and Groups to Work in Your Organization.html

18.2 Authorize users and groups to work in your organization.pdf

18. Hands-On Exercise Authorize Users and Groups to Work in Your Organization.html

19.1 Create a Platform API OAuth Client.html

19.2 Create a Platform API OAuth client.pdf

19. Hands-On Exercise Create a Platform API OAuth Client.html

20.1 Create a Genesys Cloud SCIM OAuth Client.html

20.2 Create a Genesys Cloud SCIM OAuth client.pdf

20. Hands-On Exercise Create a Genesys Cloud SCIM OAuth Client.html

21.1 Create a Genesys Cloud Embeddable Framework OAuth Client.html

21.2 Create a Genesys Cloud Embeddable Framework OAuth client.pdf

21. Hands-On Exercise Create a Genesys Cloud Embeddable Framework OAuth Client.html

22. Module 7 Quiz.html

8. Quality & Performance Management

1. Quality and Performance Monitoring.mp4

35:58

2.1 Create a Development and Feedback Module.html

2.2 Create a development and feedback module.pdf

2. Hands-On Exercise Create a Development and Feedback Module.html

3.1 Assign a Development and Feedback Module.html

3.2 Assign a development and feedback module.pdf

3. Hands-On Exercise Assign a Development and Feedback Module.html

4.1 Create a Program.html

4.2 Work with a program.pdf

4. Hands-On Exercise Create a Program.html

5.1 Create a Policy.html

5.2 Create a policy.pdf

5. Hands-On Exercise Create a Policy.html

6.1 Add a New Topic Miner.html

6.2 Add a new topic miner.pdf

6. Hands-On Exercise Add a New Topic Miner.html

7.1 Create Topics From a Completed Miner.html

7.2 Create topics from a completed miner.pdf

7. Hands-On Exercise Create Topics From a Completed Miner.html

8.1 Create a survey form.pdf

8.2 Create a Web Survey Form.html

8. Hands-On Exercise Create a Web Survey Form.html

9.1 Create and Publish an Evaluation Form.html

9.2 Create and publish an evaluation form.pdf

9. Hands-On Exercise Create and Publish an Evaluation Form.html

10.1 Configure External Metrics for Performance Scorecards.html

10.2 Configure external metrics for performance scorecards.pdf

10. Hands-On Exercise Configure External Metrics for Performance Scorecards.html

11. Module 8 Quiz.html

9. Telephony & Trunk Management

1. System Configuration.mp4

20:15

2.1 Configure Certificate Authorities.html

2.2 Configure certificate authorities.pdf

2. Hands-On Exercise Configure Certificate Authorities.html

3.1 Manage DID and Toll-Free Number Assignments.html

3.2 Manage DID and toll-free number assignments.pdf

3. Hands-On Exercise Manage DID and Toll-Free Number Assignments.html

4.1 Extension Pools.html

4.2 Extension pools.pdf

4. Hands-On Exercise Extension Pools.html

5.1 Create Base Settings for a Remote Phone.html

5.2 Create base settings for a remote phone.pdf

5. Hands-On Exercise Create Base Settings for a Remote Phone.html

6.1 Create Base Settings for Genesys Cloud WebRTC Phone.html

6.2 Create Base Settings for Genesys Cloud WebRTC phone.pdf

6. Hands-On Exercise Create Base Settings for Genesys Cloud WebRTC Phone.html

7.1 Create Physical Phone Base Settings.html

7.2 Create the physical base settings.pdf

7. Hands-On Exercise Create Physical Phone Base Settings.html

8.1 Create a Physical Phone.html

8.2 Create a physical phone.pdf

8. Hands-On Exercise Create a Physical Phone.html

9.1 Create a Remote Phone.html

9.2 Create a remote phone.pdf

9. Hands-On Exercise Create a Remote Phone.html

10.1 Configure the Genesys Cloud WebRTC Phone.html

10.2 Configure the Genesys Cloud WebRTC phone.pdf

10. Hands-On Exercise Configure the Genesys Cloud WebRTC Phone.html

11.1 Create a WebRTC Phone Trunk.html

11.2 Create a WebRTC phone trunk.pdf

11. Hands-On Exercise Create a WebRTC Phone Trunk.html

12.1 Create a Trunk Under BYOC Cloud.html

12.2 Create a trunk under BYOC Cloud.pdf

12. Hands-On Exercise Create a Trunk Under BYOC Cloud.html

13.1 Create a BYOC Premise Edge Group With a Phone Trunk.html

13.2 Create a BYOC Premises Edge group with a phone trunk.pdf

13. Hands-On Exercise Create a BYOC Premise Edge Group With a Phone Trunk.html

14.1 Create a Site Under BYOC Cloud.html

14.2 Create a site under BYOC Cloud.pdf

14. Hands-On Exercise Create a Site Under BYOC Cloud.html

15.1 Create a Site Under BYOC Premises.html

15.2 Create a site under BYOC Premises.pdf

15. Hands-On Exercise Create a Site Under BYOC Premises.html

16.1 Create a Site Under Genesys Cloud Voice.html

16.2 Create a site under Genesys Cloud Voice.pdf

16. Hands-On Exercise Create a Site Under Genesys Cloud Voice.html

17.1 Set up a Customer Hardware Solution Edge.html

17.2 Set up a Customer Hardware Solution Edge.pdf

17. Hands-On Exercise Set up a Customer Hardware Solution Edge.html

18. Module 9 Quiz.html

10. Message Management

1. Message Management.mp4

15:31

2.1 Configure Messenger.html

2.2 Configure Messenger.pdf

2. Hands-On Exercise Configure Messenger.html

3.1 Configure Messenger.pdf

3.2 Deploy Messenger.html

3. Hands-On Exercise Deploy Messenger.html

4.1 Configure ACD Messaging for LINE Messaging.html

4.2 Configure ACD messaging for LINE Messaging.pdf

4. Hands-On Exercise Configure ACD Messaging for LINE Messaging.html

5.1 Configure ACD Messaging for Twitter Direct Messaging.html

5.2 Configure ACD messaging for Twitter Direct Messaging.pdf

5. Hands-On Exercise Configure ACD Messaging for Twitter Direct Messaging.html

6.1 Configure ACD Messaging for Facebook Messenger.html

6.2 Configure ACD messaging for Facebook Messenger.pdf

6. Hands-On Exercise Configure ACD Messaging for Facebook Messenger.html

7. Module 10 Quiz.html

11. Predictive Engagement

1. Predictive Engagement.mp4

14:38

2.1 Create an Outcome.html

2.2 Manage Outcomes.pdf

2. Hands-On Exercise Create an Outcome.html

3.1 Create a Segment.html

3.2 Manage segments.pdf

3. Hands-On Exercise Create a Segment.html

4.1 Create a Content Offer.html

4.2 Create a content offer.pdf

4. Hands-On Exercise Create a Content Offer.html

5.1 Create an Action Map.html

5.2 Create an action map.pdf

5. Hands-On Exercise Create an Action Map.html

6. Module 11 Quiz.html

12. Workforce Management

1. Workforce Management.mp4

46:37

2.1 Add a Business Unit.html

2.2 Manage a business unit.pdf

2. Hands-On Exercise Add a Business Unit.html

3.1 Add a Management Unit.html

3.2 Add a management unit.pdf

3. Hands-On Exercise Add a Management Unit.html

4.1 Add an Activity Code.html

4.2 Add an activity code.pdf

4. Hands-On Exercise Add an Activity Code.html

5.1 Add a Forecast.html

5.2 Add a forecast.pdf

5. Hands-On Exercise Add a Forecast.html

6.1 Add a Planning Group.html

6.2 Add a planning group.pdf

6. Hands-On Exercise Add a Planning Group.html

7.1 Add a Service Goal Template.html

7.2 Add a service goal template.pdf

7. Hands-On Exercise Add a Service Goal Template.html

8.1 Add a Time-Off Request.html

8.2 Add a time-off request.pdf

8. Hands-On Exercise Add a Time-Off Request.html

9.1 Add a Time-Off Plan.html

9.2 Add a time-off plan.pdf

9. Hands-On Exercise Add a Time-Off Plan.html

10.1 Add a Work Plan.html

10.2 Add a work plan.pdf

10. Hands-On Exercise Add a Work Plan.html

11.1 Add a Work Plan Rotation.html

11.2 Add a work plan rotation.pdf

11. Hands-On Exercise Add a Work Plan Rotation.html

12.1 Generate and Manage a Blank Schedule.html

12.2 Generate and manage a blank schedule.pdf

12. Hands-On Exercise Generate and Manage a Blank Schedule.html

13.1 Generate and Manage a Schedule From a Forecast.html

13.2 Generate and manage a schedule from a forecast.pdf

13. Hands-On Exercise Generate and Manage a Schedule From a Forecast.html

14.1 Generate and Manage a Schedule Without a Forecast.html

14.2 Generate and manage a schedule without a forecast.pdf

14. Hands-On Exercise Generate and Manage a Schedule Without a Forecast.html

15. Module 12 Quiz.html

13. Outbound Management

1. Outbound Management.mp4

37:24

2.1 Create a Call Analysis Response.html

2.2 Create a call analysis response.pdf

2. Hands-On Exercise Create a Call Analysis Response.html

3.1 Configure an Attempt Controls Entry.html

3.2 Configure an attempt controls entry.pdf

3. Hands-On Exercise Configure an Attempt Controls Entry.html

4.1 Create a Contactable Time Set.html

4.2 Create a contactable time set.pdf

4. Hands-On Exercise Create a Contactable Time Set.html

5.1 Create a New Contact List Filter.html

5.2 Create a new contact list filter.pdf

5. Hands-On Exercise Create a New Contact List Filter.html

6.1 Create a Set of Rules.html

6.2 Create a set of rules.pdf

6. Hands-On Exercise Create a Set of Rules.html

7.1 Create a New Contact List.html

7.2 Create a new contact list.pdf

7. Hands-On Exercise Create a New Contact List.html

8.1 Create a New Internal DNC List.html

8.2 Create a new internal DNC list.pdf

8. Hands-On Exercise Create a New Internal DNC List.html

9.1 Append Records to an Internal DNC List.html

9.2 Append records to an internal DNC list.pdf

9. Hands-On Exercise Append Records to an Internal DNC List.html

10.1 Create a New Internal Customer DNC List.html

10.2 Create a new internal-custom DNC list.pdf

10. Hands-On Exercise Create a New Internal Custom DNC List.html

11.1 Create an Agentless Campaign.html

11.2 Create an agentless campaign.pdf

11. Hands-On Exercise Create an Agentless Campaign.html

12.1 Create a Power Dialing Campaign.html

12.2 Create a power dialing campaign.pdf

12. Hands-On Exercise Create a Power Dialing Campaign.html

13.1 Create a Predictive Dialing Campaign.html

13.2 Create a predictive dialing campaign.pdf

13. Hands-On Exercise Create a Predictive Dialing Campaign.html

14.1 Create a Progressive Campaign.html

14.2 Create a progressive campaign.pdf

14. Hands-On Exercise Create a Progressive Campaign.html

15.1 Create a Preview Campaign.html

15.2 Create a preview campaign.pdf

15. Hands-On Exercise Create a Preview Campaign.html

16.1 Create an External Calling Campaign.html

16.2 Create an external calling campaign.pdf

16. Hands-On Exercise Create an External Calling Campaign.html

17.1 Create an Email Campaign.html

17.2 Create an email campaign.pdf

17. Hands-On Exercise Create an Email Campaign.html

18.1 Create an SMS Campaign.html

18.2 Create an SMS campaign.pdf

18. Hands-On Exercise Create an SMS Campaign.html

19.1 Assign DNC Lists to a Campaign.html

19.2 Assign DNC lists to a campaign.pdf

19. Hands-On Exercise Assign DNC Lists to a Campaign.html

20.1 Download DNC Records.html

20.2 Download DNC records.pdf

20. Hands-On Exercise Download DNC Records.html

21.1 Use DNC Scrubbing Provided by Contact Center Compliance Corp.html

21.2 Use DNC scrubbing provided by Contact Center Compliance Corporation.pdf

21. Use DNC Scrubbing Provided by Contact Center Compliance Corp.html

22.1 Use DNC Scrubbing Provided by Gryphon Networks Corp.html

22.2 Use DNC scrubbing provided by Gryphon Networks Corporation.pdf

22. Hands-On Exercise Use DNC Scrubbing Provided by Gryphon Networks Corp.html

23. Module 13 Quiz.html

14. Architect, Troubleshooting & Documents

1. Architect, Troubleshooting & Documents.mp4

15:04

2.1 Enable Automatic Log Capture.html

2.2 Enable automatic log capture.pdf

2. Hands-On Exercise Enable Automatic Log Capture.html

3. Module 14 Quiz.html

15. Course Summary

1. Course Summary.mp4

06:26

2.1 Course Summary and Additional Resources.pdf

2. Hands-On Exercise Course Summary & Additional Resources.html

3. Module 15 Quiz.html

4. Final Quiz.html

Description

Unlocking Genesys Potential: A Comprehensive Guide to Genesys Cloud Administration

What You'll Learn?

Understand Genesys Cloud: Gain a comprehensive understanding of Genesys Cloud, its features, capabilities, and how it supports businesses.
Role of the Administrator: Understand the roles and responsibilities of a Genesys Cloud Administrator.
avigating the Admin Interface: Learn to navigate the Genesys Cloud admin interface confidently.
User, Queue, and Group Management: Master the skills needed to manage users, queues, and groups within Genesys Cloud
Call Flow Design: Develop proficiency in designing and deploying call flows using Architect, and making data-driven decisions to optimize these flows.
Genesys Cloud Integrations: Understand the available integrations within Genesys Cloud, and how to configure and manage them.
Quality and Performance Monitoring: Learn how to use analytics and reporting tools within Genesys Cloud to monitor queue and agent performance.
System Configuration: Understand how to configure system settings, manage telephony and channel settings, and customize the system.
Troubleshooting and Support: Develop skills in identifying common issues, troubleshooting them, and learn how to leverage Genesys Cloud support and resources.
Preparation for Genesys Cloud Administrator Certification: Review key topics and skills, get tips for passing the Genesys Cloud Administrator Certification.
Course Summary and Additional Resources: Review the course content, understand key takeaways, and explore additional resources for further learning.

Who is this for?

Aspiring Genesys Cloud Administrators: Individuals looking to build a career in Genesys Cloud administration and seeking a comprehensive, structured training program to gain practical knowledge and skills.

Current Genesys Cloud Administrators: Professionals already working with Genesys Cloud who want to enhance their understanding, discover new features, and stay up-to-date with best practices.

IT Professionals: IT professionals who are involved in managing or supporting their organization's contact center technologies and want to broaden their skill set.

Contact Center Managers: Managers who are responsible for overseeing contact center operations and want to better understand the capabilities of Genesys Cloud to optimize their organization's customer service operations.

System Integrators and Consultants: Those who work with various cloud platforms and wish to add Genesys Cloud to their portfolio to provide more comprehensive solutions to their clients.

Students and Job Seekers: Those looking to add a valuable skill to their resume and open up new job opportunities in the growing field of cloud-based contact center solutions.

What You Need to Know?

Basic Understanding of Contact Center Operations: Familiarity with the general concepts and terminologies associated with contact center operations will be beneficial in understanding the application and relevance of Genesys Cloud features.

Technical Proficiency: A basic understanding of computer systems, software applications, and cloud technology is essential to grasp the technical aspects of the course.

Internet Connectivity: As this is an online course, reliable internet connectivity is required to access course material, participate in online discussions, and complete hands-on exercises.

Genesys Cloud Access: To fully participate in the hands-on exercises, you'll need access to a Genesys Cloud instance. This can often be arranged through a demo or trial account if you don't have one through your organization.

Dedication and Commitment: As with any course, a commitment to learning and the willingness to spend time on coursework, including lectures, discussions, and hands-on exercises, is a must.

More details

Description
"Genesys Cloud Administrator Training" is a comprehensive online course designed to equip participants with the skills and knowledge necessary to effectively manage and optimize the Genesys Cloud platform for their contact center operations.
Throughout this course, participants will gain a deep understanding of the Genesys Cloud architecture, learn to navigate the Admin Interface, and master the process of managing users, roles, and access control. The course also covers the creation and management of queues and groups, as well as the design and deployment of dynamic call flows using the Architect tool.
Additionally, the course delves into the various Genesys Cloud integrations available, providing hands-on exercises to set up and manage these integrations. Participants will also learn about analytics and reporting features for monitoring queue and agent performance, and how to optimize call flows based on these insights.
The course culminates with modules dedicated to system configuration, troubleshooting, support, and preparation for the Genesys Cloud Administrator Certification.
Whether you're a new administrator looking to hit the ground running, or an experienced professional aiming to update your skills, this course offers a robust and practical learning experience to enhance your contact center operations.
Module 1: Introduction to Genesys Cloud Objective: Understand the overview of Genesys Cloud, the role and responsibilities of an administrator, and the Genesys Cloud architecture.
Module 2: Navigating the Genesys Cloud Admin Interface Objective: Familiarize with the Genesys Cloud Admin Interface, including the dashboard and admin settings.
Module 3: User Management Objective: Learn how to manage user profiles and permissions, and how to set up roles and access control.
Module 4: Queue Management Objective: Understand how to create and configure queues and assign agents to these queues.
Module 5: Group Management Objective: Learn to create and manage groups and assign users to these groups.
Module 6: Call Flow Design in Architect Objective: Get introduced to Architect, learn how to build and deploy call flows.
Module 7: Genesys Cloud Integrations Objective: Understand the available integrations and how to configure and manage them.
Module 8: Quality and Performance Monitoring Objective: Learn about analytics and reporting, and how to monitor queue and agent performance.
Module 9: System Configuration Objective: Understand how to configure system settings and manage telephony and channel settings.
Module 10: Troubleshooting and Support Objective: Learn about common issues, how to troubleshoot them, and how to leverage Genesys Cloud support and resources.
Module 11: Genesys Cloud Administrator Certification Preparation Objective: Review key topics and skills, learn tips for passing the Genesys Cloud Administrator Certification, and take a practice test.
Module 12: Course Summary and Additional Resources Objective: Recap the course, understand key takeaways and next steps, and discover additional resources for further learning.
Who this course is for:
Aspiring Genesys Cloud Administrators: Individuals looking to build a career in Genesys Cloud administration and seeking a comprehensive, structured training program to gain practical knowledge and skills.
Current Genesys Cloud Administrators: Professionals already working with Genesys Cloud who want to enhance their understanding, discover new features, and stay up-to-date with best practices.
IT Professionals: IT professionals who are involved in managing or supporting their organization's contact center technologies and want to broaden their skill set.
Contact Center Managers: Managers who are responsible for overseeing contact center operations and want to better understand the capabilities of Genesys Cloud to optimize their organization's customer service operations.
System Integrators and Consultants: Those who work with various cloud platforms and wish to add Genesys Cloud to their portfolio to provide more comprehensive solutions to their clients.
Students and Job Seekers: Those looking to add a valuable skill to their resume and open up new job opportunities in the growing field of cloud-based contact center solutions.

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Cloud Computing

Jonathan Nolan

Instructor's Courses

I am an experienced and accomplished IT professional with a business background and over 15 years of managerial experience and 12 years of cloud operations and infrastructure experience. I am looking to leverage my background in IT infrastructure, project management, cloud operations and business into training materials that will help the business and individual alike and assist them in navigating them through the complex world of telephony service providers and tech.

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