Course Overview
The Genesys Cloud CX- Architect course trains users in building basic and advanced call flows. Topics include User Prompt recording and uploading, call flow design, creating Inbound and Outbound call flows, secure call flows, and IVR use of data actions. The content is reinforced with learning checks, demonstrations, and hands-on exercises to enhance the user experience.
Duration- 3 days
Prerequisites
- Genesys Cloud Implementation
- Genesys Cloud Contact Center Administration
Audience Profile
Genesys Cloud CX- Architect is intended for routing application developers or anyone in a technical role involved in planning, developing, and testing inbound, Outbound, in-queue and inbound email routing applications developed with Genesys Cloud Architect.
Learning Objectives
- Explain what Architect is
- Configure default inbound call flow settings
- Explain the use of Architect toolboxes
- Architect built-in variables
- Explain configuration of common call flow design tasks
- Explain inbound call flows
- Explain in-queue call flows
- Explain secure call flows
- Describe outbound call flows
- Explain inbound email flows
Content Outline
- Describe the concept of an IVR
- Explain how Architect is used to enhance the customer experience in a Genesys Cloud Contact Center
- Review the types of flows and the purpose of each
- Set up default action settings
- Configure Event Handling
- Configure Default menu settings
- Choose Supported languages in a flow
- Configure speech recognition settings
- Main page toolbox actions
- Task editor toolbox actions
- Explain the concept of variables and how they are used
- Give an overview of the most-used built in variables
- Review options of a flows
- Import a flow
- Validate a flow
- Publish a flow
- Print a flow
- Delete a flow
- Unlock a call flow
- Review working with Call Prompt
- Configure Prompt Resources
- Demonstrate how to Bulk import Prompts
- Explain the concept of schedules, holiday schedules, and emergency schedules.
- Explain how to create schedules, including holiday and emergency
- Edit a call routing schedule
- Delete a Schedule
- Explain the concept of Schedule Groups
- Explain Open and Closed concepts for schedule groups, and how the system determines whether the group evaluates to Open or Closed.
- Explain how to create a Schedule Group
- Update a Schedule Group
- View schedules or schedule groups associated with a schedule
- Delete a Schedule group
- Create an Inbound flow
- Explain how to create an Inbound flow with Salesforce CRM data action
- Configure the flow
- Create an audio sequence
- Explain barge-in
- Explain how Speech Recognition is used in flows
- Explain Task Editors
- Demonstrate how to debug a flow
- Explain the purpose of In-Queue Call flows
- Explain how to create an In-queue call flow
- Explain the In-queue call flow for a customer to listen to the Estimated Wait Time
- Explain the In-queue call flow for a customer to listen to the Custom ACD Wait music
- Explain the In-queue call flow for a customer to Loop and play a menu (stay on hold, transfer to voicemail, receive callback to number they enter)
- Edit the In-queue flow
- Republish the In-queue flow
- Explain Secure Call flow and its benefits
- Explain how to create a Secure Call flow
- Explain the difference between just agent-initiated and agent plus flow transfer.
- Explain the purpose and usage for Outbound Call flows
- Explain how to create an Outbound Call flow
- Configure Outbound settings
- Describe what are Task Editors
- Explain the usage of Inbound Email flows
- Explain how to create an Inbound email flow
- Configure inbound email settings
- Manage ACD email routing
- Explain State Editor
- Discuss Email Routing Scenarios
FAQs
The Genesys Cloud CX- Architect course trains users in building basic and advanced call flows. Topics include User Prompt recording and uploading, call flow design, creating Inbound and Outbound call flows, secure call flows, and IVR use of data actions
Genesys has you covered for all the ways you want to connect with customers through the power of cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while improving employee experiences
The Genesys Cloud CX platform was built from the ground up to leverage the vast benefits of the cloud. It simplifies the way you manage customer relationships, handling all your inbound and outbound interactions in a single tool across voice, chat, email, social and messaging
Yes, Radiant will provide you with the most updated high, value & relevant real-time projects & case studies in each training program.
Technical issues are unpredictable & might occur with us as well. Participants have to ensure they have access to the required configuration with good internet speed.
Radiant Techlearning offers training programs on weekdays, weekends & combination of weekdays & weekends. We provide you with complete liberty to choose the schedule that suits your needs.
Radiant has highly intensive selection criteria for Technology Trainers & Consultants, who deliver you training programs. Our trainers & consultants undergo rigorous technical and behavioural interview and assessment processes before they are on board in the company.
Our Technology experts/trainers & consultants carry deep-dive knowledge in the technical subject & are certified from the OEM.
Our training programs are practically oriented with 70% – 80% hands on the training technology tool. Our training program focuses on one-on-one interaction with each participant, latest content in curriculum, real-time projects and case studies during the training program.
Our faculty will provide you with the knowledge of each course from the fundamental level in an easy way and you are free to ask your doubts any time from your respective faculty.
Our trainers have patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.
To ensure quality learning, we provide a support session even after the training program.