Course Overview
The Genesys Cloud CX- Quality Management course explains how to monitor, assess, and improve the quality of interactions and efficiency of agent performance. The study also equips you to perform Quality Management tasks such as interaction evaluation, scoring, and calibration. In addition, the system helps you define quality policies and describes the reporting options available for Quality Management.
Duration- 1 day
Prerequisites
Genesys Cloud Contact Center Administration
Audience Profile
The Genesys Cloud CX- Quality Management course is intended for Quality Managers, Quality Administrators, Supervisors, Contact Center Managers, and Business Analysts
Learning Objectives-
After concluding this course, you will be able to do the following-
- Configure Quality Management in Genesys Cloud
- Utilizing evaluation forms to access the quality of customer interactions
- Explain calibration
- Manage Quality Management policies
- Describe the importance of encryption keys
- Evaluation interactions
- Use Quality Dashboards
Content Outline
- Introduction to Quality Management
- Quality Evaluation
- Calibration
- Quality Management Policies
- Interaction Evaluations
- Quality Dashboards
- Reporting for Quality Management
- Encryption Keys
FAQs
The Quality Administrator & Quality Evaluator roles have the following default permissions. Essential- The license for each part corresponds to the most pricey permission assigned to the role
Genesys Cloud is a suite of cloud services for enterprise-grade collaboration, communications, and contact center management. Genesys Cloud is developed on top of Amazon Web Services (AWS) & uses a distributed cloud environment that provides secure access to associations around the world with a marginal IT footprint
Genesys Cloud Contact Center Administration
Genesys Administrator is a web-based UI that provides provisioning, monitoring, and deployment abilities for Genesys solutions.
You can request a return if you do not wish to enroll in the course.
Yes you can
We use the ideal standards in Internet security. Any data retained is not communicated with third parties.
Radiant Techlearning offers training programs 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