Course Overview
This is an instructor-led course that will teach you the fundamentals of a Genesys Engage Cloud 8.5 implementation- setting up agents, accessing call recordings, and monitoring contact center operations.
Audience Profile
This course is for users who are responsible for viewing real-time and historical reports, monitoring recorded calls, and creating users in Genesys Engage Cloud 8.5.
Learning Objectives
- Add, update, and manage agent information in Agent Setup
- Add and change contact center settings in Agent Setup
- Create widgets and customize real-time reporting dashboards in Pulse
- Search and play back recorded calls
- Run GCXI reports to view historical reporting
Content Outline
- Identify key user interfaces used in Genesys Engage Cloud
- Identify and explain key terms used in Genesys Engage Cloud
- Find agents
- Update agents
- Add agents
- Import users
- Export users
- Create templates
- Create skills
- Create agent groups and virtual agent groups
- Create favorites
- Add dispositions
- Add case and toast data
- Specify agent and contact center statistics
- Customize agent states
- Describe the use of Pulse in monitoring a contact center
- Create a dashboard
- Add a widget to a dashboard
- Save dashboards and wallboards
- Manage shared dashboards and wallboards
- Add widget templates
- Add new statistics
- Describe the use of Call Recording UI
- Search recorded calls
- Play back recorded calls
- Create and use saved searches
- Create and use interaction lists
- Identify GCXI functionality
- Open and run a report
- GCXI- Creating a Report
- Edit a report
- Create a new report
- Develop a new query
- Sort, filter, and apply custom formatting to reports
- Define user segmentation and system security
- Describe the available default user groups
- Access the Central Management Console to create new users
How Agent Desktop can work with a physical phone or the Genesys Softphone
FAQs
Genesys Cloud is a suite of cloud services for enterprise-grade collaboration, communications, and contact center management. Genesys Cloud is formed on top of Amazon Web Services (AWS) & uses a distributed cloud environment that provides guard access to organizations around the globe with a marginal IT footprint.
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
This is an instructor-led course that will teach you the fundamentals of a Genesys Engage Cloud 8.5 implementation- setting up agents, accessing call recordings, and monitoring contact center operations
To attend the training session you should have an operational Desktops or Laptops with required specification along with good internet connection to access the labs.
Technical issues are unpredictable and might occur with you as well. Participants have to ensure that they have the system with required configuration with good internet speed to access online labs.
If the problem still persists or you face any challenge during the class then you can report to us or your trainer. In that case Radiant would provide you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
Radiant Techlearning offers training program on the weekday, weekend and a combination of weekdays and weekends. You can always choose the schedule that best suits your needs.
Once we receive your enrollment request, we will share the enrollment details with you to select and complete the enrollment process.
You can always email us on the below email address (whichever applicable) to know the upcoming schedule for a specific technology training program.
Individual- training@radianttechlearning.com
Corporate- Corporate@radiantechlearning.com