Genesys Cloud Agent Training

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Jonathan Nolan

1:10:00

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1. Introduction to Genesys Cloud

1. Introduction to Genesys Cloud.mp4

11:00

2.1 Log in for the First Time.html

2.2 Log in for the First Time.pdf

2. Hands-On Exercise Log in for the First Time.html

3.1 Log Out.html

3.2 Log Out.pdf

3. Hands-On Exercise Log Out.html

4. Module 1 Quiz.html

2. Genesys Cloud User Interface

1. Genesys Cloud User Interface.mp4

20:32

2.1 Add Favorites.html

2.2 Add Favorites.pdf

2. Hands-On Exercise Add Favorites.html

3.1 Select a Phone.html

3.2 Select a Phone.pdf

3. Hands-On Exercise Select a Phone.html

4.1 Change Presence and Status.html

4.2 Change Presence and Status.pdf

4. Hands-On Exercise Change Presence and Status.html

5.1 Set Your Status to Out of Office.html

5.2 Set Your Status to Out of Office.pdf

5. Hands-On Exercise Set Your Status to Out of Office.html

6.1 Change Web App Preferences.html

6.2 Change Web App Preferences.pdf

6. Hands-On Exercise Change Web App Preferences.html

7.1 Forward Your Calls.html

7.2 Forward Your Calls.pdf

7. Hands-On Exercise Forward Your Calls.html

8.1 Choose Queues to Work.html

8.2 Choose Queues to Work.pdf

8. Hands-On Exercise Choose Queues to Work.html

9.1 Place a Call on Behalf of a Queue.html

9.2 Place a Call on Behalf of a Queue.pdf

9. Hands-On Exercise Place a Call on Behalf of a Queue.html

10.1 Schedule Callbacks During a Voice Interaction.html

10.2 Schedule Callbacks During a Voice Interaction.pdf

10. Hands-On Exercise Schedule Callbacks During a Voice Interaction.html

11.1 Set up Group Workspaces.html

11.2 Set up Group Workspaces.pdf

11. Hands-On Exercise Set up Group Workspaces.html

12.1 Add Files to a Workspace.html

12.2 Add Files to a workspace.pdf

12. Hands-On Exercise Add Files to a Workspace.html

13. Module 2 Quiz.html

3. Communication Management

1. Communication Management.mp4

09:24

2.1 Accept a Call.html

2.2 Accept a Call.pdf

2. Hands-On Exercise Accept a Call.html

3.1 Accept an Email Interaction.html

3.2 Accept an Email Interaction.pdf

3. Hands-On Exercise Accept an Email Interaction.html

4.1 Accept and Respond to a Message Interaction.html

4.2 Accept and Respond to a Message Interaction.pdf

4. Hands-On Exercise Accept and Respond to a Message Interaction.html

5.1 Accept and Respond to an SMS Message Interaction.html

5.2 Accept and Respond to an SMS Message Interaction.pdf

5. Hands-On Exercise Accept and Respond to an SMS Message Interaction.html

6.1 Accept and Respond to a Social Media Interaction.html

6.2 Accept and Respond to a Social Media Interaction.pdf

6. Hands-On Exercise Accept and Respond to a Social Media Interaction.html

7. Module 3 Quiz.html

4. Interaction Workspace

1. Interaction Workspace.mp4

07:11

2.1 Manage Multiple Interactions.html

2.2 Manage Multiple Interactions.pdf

2. Hands-On Exercise Manage Multiple Interactions.html

3. Module 4 Quiz.html

5. Quality Management

1. Quality Management.mp4

05:50

2.1 My Performance View.html

2.2 My Performance View.pdf

2. Hands-On Exercise My Performance View.html

3.1 Review Released Evaluations.html

3.2 Review Released Evaluations.pdf

3. Hands-On Exercise Review Released Evaluations.html

4.1 Work with and Complete a Development and Feedback Module.html

4.2 Work with and complete a development and feedback module.pdf

4. Hands-On Exercise Work with and Complete a Development and Feedback Module.html

5. Module 5 Quiz.html

6. Workforce Management

1. Workforce Management.mp4

06:00

2.1 View Your Schedule.html

2.2 View Your Schedule.pdf

2. Hands-On Exercise View Your Schedule.html

3.1 Time Off Requests.html

3.2 Time Off Requests.pdf

3. Hands-On Exercise Time Off Requests.html

4.1 Drop a Shift for Someone Else to Pick Up.html

4.2 Drop a Shift for Someone Else to Pick Up.pdf

4. Hands-On Exercise Drop a Shift for Someone Else to Pick Up.html

5.1 Pick Up an Extra Shift.html

5.2 Pick up an Extra Shift.pdf

5. Hands-On Exercise Pick Up an Extra Shift.html

6.1 Request to Trade a Shift With Anyone.html

6.2 Request to Trade a Shift with Anyone.pdf

6. Hands-On Exercise Request to Trade a Shift With Anyone.html

7.1 Request to Trade a Shift With a Specific Person.html

7.2 Request to Trade a Shift with a Specific Person.pdf

7. Hands-On Exercise Request to Trade a Shift With a Specific Person.html

8.1 Accept a Shift Trade Request.html

8.2 Accept a Shift Trade Request.pdf

8. Hands-On Exercise Accept a Shift Trade Request.html

9. Module 6 Quiz.html

7. Performance & Analytics

1. Performance & Analytics.mp4

06:44

2.1 My Queues Activity View.html

2.2 My Queues Activity View.pdf

2. Hands-On Exercise My Queues Activity View.html

3.1 My Schedule View.html

3.2 My Schedule View.pdf

3. Hands-On Exercise My Schedule View.html

4.1 My Status View.html

4.2 My Status View.pdf

4. Hands-On Exercise My Status View.html

5.1 My Evaluations View.html

5.2 My Evaluations View.pdf

5. Hands-On Exercise My Evaluations View.html

6. Module 7 Quiz.html

8. Course Summary

1. Course Summary.mp4

03:19

2. Final Quiz.html

Description

Unlocking Genesys Potential: A Comprehensive Guide to Genesys Cloud Agent

What You'll Learn?

Agents will learn how to use Genesys Cloud features and tools effectively.
Agents will learn how to provide excellent customer service.
Agents will learn how to troubleshoot customer issues and escalate issues to supervisors.
Agents will become more confident and proficient in their role.
Agents will be able to help companies improve their customer satisfaction ratings.

Who is this for?

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

Contact Center Agents: Agents 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.

Please note that no prior experience with Genesys Cloud is necessary. The course is designed to take participants from a beginner level to a competent Genesys Cloud Agent.

More details

Description
The Genesys Cloud Agent course is a self-paced training course that is designed to provide agents with the knowledge and skills they need to be successful in their role. The course covers a wide range of topics, including:
Introduction to Genesys Cloud
The Agent Interface
Managing Interactions
Using Genesys Cloud Features and Tools
Quality Management
Workforce Management
Performance and Analytics
The course is divided into several modules, each of which has a variety of learning resources, such as videos, quizzes, and hands-on exercises. Agents can complete the modules in the order that they choose, and they can revisit the modules at any time to refresh their skills.
The Genesys Cloud Agent course is available to everyone.
Here are some of the benefits of completing the Genesys Cloud Agent course:
Agents will learn how to use Genesys Cloud features and tools effectively.
Agents will learn how to provide excellent customer service.
Agents will learn how to troubleshoot customer issues and escalate issues to supervisors.
Agents will become more confident and proficient in their role.
Agents will be able to help companies improve their customer satisfaction ratings.
If you are a Genesys Cloud agent, I encourage you to complete the Genesys Cloud Agent course. It is a valuable resource that can help you to be more successful in your role.
Who this course is for:
Aspiring Genesys Cloud Agents: 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 Agents: Professionals already working with Genesys Cloud who want to enhance their understanding, discover new features, and stay up-to-date with best practices.
Contact Center Agents: Agents 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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