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.
“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.
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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.
Introduction to Genesys Cloud
Introduction to Genesys Cloud Administrator
Administrator Interface
Administrator Interface & Account Settings
Hands-On Exercise: Add a Destination for Issue Submissions
Hands-On Exercise: Add Secondary Statuses for a Primary Status
Hands-On Exercise: Allow IP Addresses
Hands-On Exercise: Allow PII in Email Notifications for Voicemail
Hands-On Exercise: Automatically Backfill Roles with New Permissions
Hands-On Exercise: Change the Default Country Code
Hands-On Exercise: Change the Default Language
Hands-On Exercise: Change the Retention Days for Collaborate Chat Messages
Hands-On Exercise: Choose the Organizations Default TTS Engine
Hands-On Exercise: Configure Invite Links
Hands-On Exercise: Enable Automatic Redaction of Sensitive Information
Hands-On Exercise: Enable Communication Level After Call Work
Hands-On Exercise: Enable Voicemail Notifications
Hands-Ond Exercise: Enable Voicemail Transcription
Hands-On Exercise: Manage Genesys Cloud Embedding
Hands-On Exercise: Reset an Agents Routing Score After Presence Changes
Hands-On Exercise: Restore Presence for Agents who Disconnect
Hands-On Exercise: Route Email to Multiple Destinations
Hands-On Exercise: Set an Automatic Inactivity Timer
Hands-On Exercise: Set Genesys Cloud Password Requirements
Hands-On Exercise: Set the Maximum Interaction Data Retention Time
Hands-On Exercise: Set the Maximum Voicemail Length
Hands-On Exercise: Strip Skills From Voice Interactions on Blind Transfers
Hands-On Exercise: Turn Off File Uploading in Internal Chats
Hands-On Exercise: Turn Off Geolocation Detection
Hands-On Exercise: Turn Off Voicemail PIN
Hands-On Exercise: Turn on Free Seating
Hands-On Exercise: View Your Security and Compliance Settings
Module 2 Quiz
User Profiles, Roles, Permissions & Access Control
User Profiles, Roles, Permissions & Access Control
Hands-On Exercise: Add a Field to the Profile Configuration
Hands-On Exercise: Add a Section to the Profile Configuration
Hands-On Exercise: Copy and Customize an Existing Role
Hands-On Exercise: Create a New Role
Hands-On Exercise: Disable Fields in the Profile Configuration
Hands-On Exercise: Enable Fields in the Profile Configuration
Hands-On Exercise: Rename a Field in the Profile Configuration
Hands-On Exercise: Rename a Section in the Profile Configuration
Hands-On Exercise: Reorder Fields in the Profile Configuration
Hands-On Exercise: Reorder Sections in the Profile Configuration
Module 3 Quiz
Contact Center
Contact Center Management
Hands-On Exercise: Add a Knowledge Base Article
Hands-On Exercise: Add Phrases to a Knowledge Base Article
Hands-On Exercise: Add Categories to a Knowledge Base
Hands-On Exercise: Add Labels to a Knowledge Base
Hands-On Exercise: Create a Canned Response Library
Hands-On Exercise: Create Responses
Hands-On Exercise: Add a Wrap-Up Code
Hands-On Exercise: Create a Script
Hands-On Exercise: Add a Domain
Hands-On Exercise: Add Email Addresses to a Domain
Hands-On Exercise: Create a Widget for Web Chat
Hands-On Exercise: Create and Configure Queues
Module 4 Quiz
Group & Directory Management
Group Management
Hands-On Exercise: Add a Contact
Hands-On Exercise: Add People One at a Time
Hands-On Exercise: Add an ACD Skill
Hands-On Exercise: Create a General Group
Hands-On Exercise: Create a Skill Expression Group
Hands-On Exercise: Create a Work Team
Hands-On Exercise: Create a Division
Module 5 Quiz
Routing & Schedule Management
Call Flow Design Architect
Hands-On Exercise: Create a Schedule
Hands-On Exercise: Create a Schedule Group
Hands-On Exercise: Add an Emergency Group
Hands-On Exercise: Add a Call Route
Hands-On Exercise: Add an Inbound Message Route
Hands-On Exercise: Add a Prompt
Hands-On Exercise: Disconnect an Interaction
Module 6 Quiz
Integration Management & Platform Usuage
Integration Management & Platform Usage
Hands-On Exercise: Add a Genesys Cloud Data Action Integration
Hands-On Exercise: Add a Web Services Data Action Integration
Hands-On Exercise: Add a Google Data Action Integration
Hands-On Exercise: Add a Microsoft Dynamics 365 Data Action Integration
Hands-On Exercise: Add a Salesforce Data Action Integration
Hands-On Exercise: Add a Zendesk Data Action Integration
Hands-On Exercise: Add an Adobe Data Action Integration
Hands-On Exercise: Add an AWS Lambda Data Action Integration
Hands-On Exercise: Add Google Workspace as a Single Sign-On Provider
Hands-On Exercise: Add Microsoft ADFS or Azure AD as a Single Sign-On Provider
Hands-On Exercise: Add Okta as a Single Sign-On Provider
Hands-On Exercise: Add OneLogin as a Single Sign-On Provider
Hands-On Exercise: Add Ping Identity as a Single Sign-On Provider
Hands-On Exercise: Add a Generic as a Single Sign-On Provider
Hands-On Exercise: Add PureConnect as a Single Sign-On Provider
Hands-On Exercise: Add Salesforce as a Single Sign-On Provider
Hands-On Exercise: Authorize Users and Groups to Work in Your Organization
Hands-On Exercise: Create a Platform API OAuth Client
Hands-On Exercise: Create a Genesys Cloud SCIM OAuth Client
Hands-On Exercise: Create a Genesys Cloud Embeddable Framework OAuth Client
Module 7 Quiz
Quality & Performance Management
Quality and Performance Monitoring
Hands-On Exercise: Create a Development and Feedback Module
Hands-On Exercise: Assign a Development and Feedback Module
Hands-On Exercise: Create a Program
Hands-On Exercise: Create a Policy
Hands-On Exercise: Add a New Topic Miner
Hands-On Exercise: Create Topics From a Completed Miner
Hands-On Exercise: Create a Web Survey Form
Hands-On Exercise: Create and Publish an Evaluation Form
Hands-On Exercise: Configure External Metrics for Performance Scorecards
Module 8 Quiz
Telephony & Trunk Management
System Configuration
Hands-On Exercise: Configure Certificate Authorities
Hands-On Exercise: Manage DID and Toll-Free Number Assignments
Hands-On Exercise: Extension Pools
Hands-On Exercise: Create Base Settings for a Remote Phone
Hands-On Exercise: Create Base Settings for Genesys Cloud WebRTC Phone
Hands-On Exercise: Create Physical Phone Base Settings
Hands-On Exercise: Create a Physical Phone
Hands-On Exercise: Create a Remote Phone
Hands-On Exercise: Configure the Genesys Cloud WebRTC Phone
Hands-On Exercise: Create a WebRTC Phone Trunk
Hands-On Exercise: Create a Trunk Under BYOC Cloud
Hands-On Exercise: Create a BYOC Premise Edge Group With a Phone Trunk
Hands-On Exercise: Create a Site Under BYOC Cloud
Hands-On Exercise: Create a Site Under BYOC Premises
Hands-On Exercise: Create a Site Under Genesys Cloud Voice
Hands-On Exercise: Set up a Customer Hardware Solution Edge
Module 9 Quiz
Message Management
Message Management
Hands-On Exercise: Configure Messenger
Hands-On Exercise: Deploy Messenger
Hands-On Exercise: Configure ACD Messaging for LINE Messaging
Hands-On Exercise: Configure ACD Messaging for Twitter Direct Messaging
Hands-On Exercise: Configure ACD Messaging for Facebook Messenger
Module 10 Quiz
Predictive Engagement
Predictive Engagement
Hands-On Exercise: Create an Outcome
Hands-On Exercise: Create a Segment
Hands-On Exercise: Create a Content Offer
Hands-On Exercise: Create an Action Map
Module 11 Quiz
Workforce Management
Workforce Management
Hands-On Exercise: Add a Business Unit
Hands-On Exercise: Add a Management Unit
Hands-On Exercise: Add an Activity Code
Hands-On Exercise: Add a Forecast
Hands-On Exercise: Add a Planning Group
Hands-On Exercise: Add a Service Goal Template
Hands-On Exercise: Add a Time-Off Request
Hands-On Exercise: Add a Time-Off Plan
Hands-On Exercise: Add a Work Plan
Hands-On Exercise: Add a Work Plan Rotation
Hands-On Exercise: Generate and Manage a Blank Schedule
Hands-On Exercise: Generate and Manage a Schedule From a Forecast
Hands-On Exercise: Generate and Manage a Schedule Without a Forecast
Module 12 Quiz
Outbound Management
Outbound Management
Hands-On Exercise: Create a Call Analysis Response
Hands-On Exercise: Configure an Attempt Controls Entry
Hands-On Exercise: Create a Contactable Time Set
Hands-On Exercise: Create a New Contact List Filter
Hands-On Exercise: Create a Set of Rules
Hands-On Exercise: Create a New Contact List
Hands-On Exercise: Create a New Internal DNC List
Hands-On Exercise: Append Records to an Internal DNC List
Hands-On Exercise: Create a New Internal Custom DNC List
Hands-On Exercise: Create an Agentless Campaign
Hands-On Exercise: Create a Power Dialing Campaign
Hands-On Exercise: Create a Predictive Dialing Campaign
Hands-On Exercise: Create a Progressive Campaign
Hands-On Exercise: Create a Preview Campaign
Hands-On Exercise: Create an External Calling Campaign
Hands-On Exercise: Create an Email Campaign
Hands-On Exercise: Create an SMS Campaign
Hands-On Exercise: Assign DNC Lists to a Campaign
Hands-On Exercise: Download DNC Records
Use DNC Scrubbing Provided by Contact Center Compliance Corp
Hands-On Exercise: Use DNC Scrubbing Provided by Gryphon Networks Corp
Module 13 Quiz
Architect, Troubleshooting & Documents
Architect, Troubleshooting & Documents
Hands-On Exercise: Enable Automatic Log Capture
Module 14 Quiz
Course Summary
Course Summary
Hands-On Exercise: Course Summary & Additional Resources
Module 15 Quiz
Final Quiz
