Course Overview
Genesys Cloud CX- Contact Center Administration presents the basic concepts and main components associated with the Contact Center characteristics set of the Genesys Cloud platform. The course also outlines the Genesys Cloud CX interface & presents scenarios to facilitate your comprehension of the administration of a contact center. After finishing this course, you should be equipped to execute Genesys Cloud CX- Contact Center within your association at a basic level. You will also acquire a familiarity with daily contact center monitoring & administration tasks, equipping you for the specialization courses which dive more in-depth into the cases presented here.
Duration- 2 days
Prerequisites
To be successful in this course, it is recommended that you have the following skills and knowledge-
- Familiarity with the Genesys Cloud User and Admin Interfaces
- Familiarity with the features of Genesys Cloud Collaborate and Genesys Cloud Communicate
Audience Profile
Genesys Cloud Contact Center Administration is intended for system administrators, contact center managers, project managers, and supervisors to help them monitor and administer the contact center. The course is also helpful for anyone else who needs to learn the basic functionality of Genesys Cloud Contact Center.
Learning Objectives
- Configure Automatic Call Distribution to optimize customer service.
- Discuss the purpose & capabilities of Genesys Cloud CX Architect in a contact center.
- Explain the Genesys Cloud CX data actions integration.
- Describe the use of Scripting in a Genesys Cloud CX contact center.
- Outline the fundamental features of Genesys Cloud CX outbound dialing.
- Explain the use of Reports and Dynamic Views in contact center management.
- Explain quality management in a Genesys Cloud CXcontact center.
- Explain Workforce Management in a Genesys Cloud CX contact center.
Content Outline
- Briefly describe Genesys Cloud CX Collaborate.
- Briefly describe Genesys Cloud CX Communicate.
- Review the Genesys Cloud CX Admin UI and Client UI.
- Explain how Genesys Cloud CX Contact Center helps you enhance your Customer Experience.
- List the features of Genesys Cloud CX Contact Center.
- List the three levels of Contact Center licensing.
- Describe ACD processing.
- Explain interaction flow and queue design.
- Select the appropriate evaluation and routing combination for a specific scenario.
- Configure agent utilization.
- Configure ACD Skills and Language Skills.
- Configure wrap-up codes.
- Configure After Call Work.
- Create and configure an ACD queue.
- Configure routing in Genesys Cloud CX Architect and Admin settings.
- Activate and deactivate agents on queues.
- Test ACD call routing.
- Describe ACD web chat configuration.
- Configure ACD email in Admin settings.
- Test ACD email routing.
- Describe Social Channel and its configuration.
- Describe ACD Messages.
- Explain the purpose of Genesys Cloud CX Architect in a contact center.
- List the main features of Genesys Cloud CX Architect.
- Describe the options for Call Flow management.
- Explain how to create and edit the System and User Prompts.
- List the types of Flows.
- Create a primary menu that sets the language for an Inbound Call Flow.
- Explain the function & purpose of the Genesys Cloud CX data actions Integration.
- Describe the use of Scripting in a Genesys Cloud CX contact center
- Describe Scripts and basic script functionality.
- Create a basic script.
- List the Outbound Dialing modes and give a brief description of each.
- Explain the use of Call Lists and Do Not Call Lists.
- Configure & test an Outbound Power Dialing campaign.
- List the major types of reports and describe their use.
- List the significant Dynamic Views & describe their use.
- Configure and run an Interaction Details report.
- Describe the use of Recording Policies and Evaluations for contact center management.
- Explain how to allow call recording on a Trunk.
- Create a recording policy.
- Create and publish an Evaluation form.
- Describe how the Quality Evaluator and Quality Administrator dashboards monitor performance in a contact center.
- Explain the benefits of scheduling agents and their effects on customer experience.
- Create a manual schedule.
FAQs
The Genesys Cloud CX platform was built from the ground up to leverage the vast benefits of the Cloud. It simplifies managing customer relationships, handling all your inbound and outbound interactions in a single tool across voice, chat, email, social, and messaging.
Roles are used to handle Genesys Cloud licenses within an organization. When you designate a position for a Genesys Cloud user, you assign the commission.
Scripts display editable records and directions to each agent handling a particular interaction type. Hands present agents with details about the caller or contact, often with fields for collecting or updating information. Properly designed scripts ensure consistent handling of interactions.
We would always recommend you attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if you have to skip the class due to some contingency, Radiant Tech learning will help 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 Tech learning has a data center containing a Virtual Training environment for participants hand-on-practice. Participants can easily access these labs over Cloud with the help of a remote desktop connection. Radiant virtual labs allow you to learn from anywhere in the world and any time zone.
The learners will be enthralled as we engage them in real-world and Oriented industry projects during the training program. These projects will improve your skills and knowledge and give you a better experience. These real-time projects will help you a lot in your future tasks and assignments.
You can request a return if you do not desire to enroll in the course.
Yes, you can.
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