Genesys Cloud Architect: Building Call Flows

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Jonathan Nolan

3:26:29

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1. Introduction to Genesys Cloud and Architect

1.1 Module 1 Introduction to Genesys Cloud and Architect.pdf

1. Introduction to Genesys Cloud and Architect.mp4

10:35

2. Quiz.html

2. Setting Up and Navigating Architect

1.1 Module 2 Setting Up and Navigating Architect.pdf

1. Setting Up and Navigating Architect.mp4

17:06

2.1 Module 2 Hands-On Exercise.pdf

2. Hands-On Exercise Exploring the Genesys Cloud Dashboard and Architect Interface.mp4

15:09

3. Quiz.html

3. Call Flow Components and Basics

1.1 Module 3 Call Flow Components and Basics.pdf

1. Call Flow Components and Basics.mp4

07:46

2.1 Module 3.3 Hands-On Exercise.pdf

2. Hands-On Exercise Creating a User in Genesys Cloud.mp4

02:48

3.1 Module 3.1 Hands-On Exercise.pdf

3. Hands-On Exercise Creating a Queue in Genesys Cloud.mp4

03:05

4.1 Module 3.2 Hands-On Exercise.pdf

4. Hands-On Exercise Creating a Group in Genesys Cloud.mp4

03:00

5.1 Module 3.4 Hands-On Exercise.pdf

5. Hands-On Exercise Creating an In-Queue Call Flow in Genesys Cloud.mp4

05:10

6. Quiz.html

4. Creating a Basic Call Flow

1.1 Module 4 Creating a Basic Call Flow.pdf

1. Creating a Basic Call Flow.mp4

06:49

2.1 Module 4.1 Hand-On Exercise.pdf

2. Hands-On Exercise Creating Your First Simple Call Flow.mp4

06:31

3.1 Module 4.2 Hands-On Exercise.pdf

3. Hands-On Exercise Exploring Call Flow Components.mp4

15:22

4. Quiz.html

5. Advanced Call Flow Features

1.1 Module 5 Advanced Call Flow Features.pdf

1. Advanced Call Flow Features.mp4

09:11

2.1 Module 5 Hands-On Exercise.pdf

2. Hands-On Exercise Implementing Advanced Features in a Call Flow.mp4

11:04

3. Quiz.html

6. Integrating Call Flow with Genesys Cloud

1.1 Module 6 Integrating Call Flow with Genesys Cloud.pdf

1. Integrating Call Flow with Genesys Cloud.mp4

06:46

2.1 Module 6 Hands-On Exercise.pdf

2. Hands-On Exercise Integrating a Call Flow with Queues and User Extensions.mp4

08:02

3.1 Module 6.2 Hands-On Exercise.pdf

3. Hands-On Exercise Setting Queues to Variables and Making Decisions.mp4

06:48

4.1 get user id by extension.zip

4.2 getuserpresence.zip

4.3 Module 6.3 Hands-On Exercise.pdf

4. Hands-On Exercise Using Data Action to Determine if User is Logged In and Ready.mp4

13:39

5.1 Module 6.4 Hands-On Exercise Creating a Genesys Cloud Integration.pdf

5.2 Module 6.5 Hands-On Creating an OAuth.pdf

5. Hands-On Exercise Creating a Genesys Cloud Integration and OAuth.mp4

03:41

6. Quiz.html

7. Testing, Debugging, and Deploying Call Flows

1.1 Module 7 Testing, Debugging, and Deploying Call Flows.pdf

1. Test, Debug, and Deploy a Call Flow.mp4

15:15

2.1 calllog v7-0.zip

2.2 Module 7 Hands-On Exercise.pdf

2. Testing, Debugging, and Deploying Call Flows.mp4

08:25

3. Quiz.html

8. Monitoring and Optimizing Call Flows

1.1 Module 8 Monitoring and Optimizing Call Flows.pdf

1. Monitoring and Optimizing Call Flows.mp4

18:18

2.1 Module 8 Hands-On Exercise.pdf

2. Hands-On Exercise Analyzing Call Flow Performance and Making Optimizations.mp4

05:14

3. Quiz.html

9. Course Summary and Additional Resources

1.1 Module 9 Course Summary and Additional Resources.pdf

1. Course Summary and Additional Resources.mp4

06:45

2.1 Module 9 Hands-On Exercise.docx

2. Hands-On Exercise Course Summary and Resource Exploration.html

3. Quiz.html

4. Course Practice Quiz.html

Description

Elevate Your Customer Experience and Boost Agent Productivity with Expert Call Flow Strategies

What You'll Learn?

Design efficient call flows that streamline customer interactions and improve their overall experience with your contact center.
Optimize call routing and handling, resulting in reduced average handling time, increased first-call resolution, and improved agent productivity.
Learn how to effectively integrate call flows with other Genesys Cloud components for a unified, powerful contact center solution.
Gain a competitive edge by leveraging cutting-edge call flow design techniques and the latest features in Architect for Genesys Cloud.
Access additional resources and a community of experts, fostering continuous learning and improvement in call flow design and implementation.

Who is this for?

Professionals working in contact centers or customer service who want to improve their understanding of Genesys Cloud and call flow design, with a focus on using Architect to create and manage call flows.

Students pursuing a career in contact center technology, customer experience, or related fields, who want to gain practical skills and knowledge about Genesys Cloud and call flow management.

IT professionals responsible for implementing, managing, or maintaining contact center solutions using Genesys Cloud, who want to enhance their understanding of call flow design and best practices.

Managers or supervisors overseeing contact center operations, who are looking to optimize their call routing strategies and improve customer experience through effective call flow design.

Individuals interested in upskilling or transitioning to a career in contact center technology or customer experience management, who want to learn the fundamentals of call flow design and integration with Genesys Cloud.

What You Need to Know?

Basic computer literacy: Participants should be familiar with basic computer operations and be comfortable using a web browser and navigating web-based applications.

Familiarity with contact center concepts: A basic understanding of contact center operations, including concepts like call routing, IVR, queues, and agent handling, will be helpful for participants to grasp the content effectively.

Genesys Cloud account: To practice building call flows in Architect and follow along with the course material, participants should have access to a Genesys Cloud account. If a participant doesn't have an account, they can sign up for a trial account or use their organization's existing Genesys Cloud instance.

Interest in customer experience and contact center technology: This course is designed for individuals who are passionate about customer experience management and improving contact center operations. A strong interest in these topics will help participants stay engaged and motivated throughout the course.

While not strictly required, prior experience with customer service or contact center operations can be beneficial for better understanding the practical applications of the course material. However, the course is designed to be accessible even for beginners with little to no prior experience in the field.

More details

Description
"Genesys Cloud Architect: Building Call Flows" is a comprehensive course designed to provide students and professionals with the essential knowledge and skills required to create, deploy, and manage call flows effectively in a contact center environment. Through a series of practical, hands-on modules, participants will learn the fundamentals of call flow design, advanced routing techniques, and best practices for integrating call flows with Genesys Cloud components.
Starting with an introduction to Genesys Cloud and Architect, the course takes learners through the entire process of designing and implementing call flows, including setting up Architect, working with basic and advanced call flow components, and integrating call flows with Genesys Cloud queues, users, groups, and IVR systems. Participants will also gain valuable insights into testing, debugging, and deploying call flows, as well as monitoring and optimizing call flow performance for improved contact center efficiency and customer experience.
Designed for both beginners and experienced professionals, this course is ideal for contact center agents, supervisors, managers, IT professionals, and anyone interested in mastering the art of call flow management in Genesys Cloud. By the end of the course, participants will be equipped with the practical knowledge and skills needed to create, deploy, and optimize call flows that deliver exceptional customer experiences and drive contact center success.
Who this course is for:
Professionals working in contact centers or customer service who want to improve their understanding of Genesys Cloud and call flow design, with a focus on using Architect to create and manage call flows.
Students pursuing a career in contact center technology, customer experience, or related fields, who want to gain practical skills and knowledge about Genesys Cloud and call flow management.
IT professionals responsible for implementing, managing, or maintaining contact center solutions using Genesys Cloud, who want to enhance their understanding of call flow design and best practices.
Managers or supervisors overseeing contact center operations, who are looking to optimize their call routing strategies and improve customer experience through effective call flow design.
Individuals interested in upskilling or transitioning to a career in contact center technology or customer experience management, who want to learn the fundamentals of call flow design and integration with Genesys Cloud.

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Jonathan Nolan

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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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