Genesys Cloud CX: Contact Center Administration Training
Master Genesys Cloud CX Administration to optimize user management, ACD configuration, and reporting, elevating your contact center’s performance and customer experiences.
Genesys Cloud CX: Contact Center Administration Training
This course is designed to provide participants with a comprehensive understanding of Genesys Cloud CX platform and its administrative functionalities. It covers fundamental concepts, configuration settings, and best practices for effective management of Genesys Cloud CX as a Contact Center Administrator. Participants will gain hands-on experience through practical lab sessions.
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Overview of Genesys Cloud CX: Contact Center Administration Training
What is Genesys Cloud CX: Contact Center Administration?
The Genesys Cloud CX: Contact Center Administration Training is designed to empower contact center administrators with the skills to manage and maintain the Genesys Cloud CX platform efficiently. This training covers everything from user management to advanced platform configuration.
Key Functions of Genesys Cloud CX Contact Center Administration
Participants will gain a solid understanding of the key administrative functions within the Genesys Cloud CX contact center, including user roles, permissions, and platform settings to optimize system performance.
Benefits of Genesys Cloud CX: Contact Center Administration Training
Streamline Operations with Genesys Cloud CX Administration
This training helps administrators streamline their operations by using Genesys Cloud CX to its full potential. It focuses on automating workflows, managing users, and handling configurations to improve contact center efficiency.
Manage User Roles and Permissions in Genesys Cloud CX
One of the core skills covered is managing user roles and permissions in Genesys Cloud CX. Participants will learn how to assign and manage access rights to ensure data security and operational control.
Improve Efficiency with Genesys Cloud CX Automation Tools
Genesys Cloud CX offers powerful automation tools that allow administrators to streamline repetitive tasks, enhancing overall operational efficiency in the contact center.
Genesys Cloud CX: Contact Center Administration Training
- 1.1 Course Introduction
- Overview of the Genesys Cloud CX Platform
- Key features and functionalities
- Understanding the CX interface
- 1.2 Learning Objectives
- Overview of the Admin and Client User Interface
- Familiarity with Genesys Cloud CX Collaborate and Communicate
- 1.3 Course Prerequisites and Certification Path
Lab Session: Basic navigation and feature exploration.
- 1.1 Course Introduction
- 2.1 Overview of Genesys Cloud CX Contact Center
- Features and capabilities
- Integration with other systems and tools
- 2.2 Managing Users, Roles, and Permissions
- Creating and managing roles
- License management and role assignments
- User creation and division assignment
- 2.3 Automatic Call Distribution (ACD) Configuration
- ACD queues and routing methods
- Configuring agent utilization and wrap-up codes
- Managing after-call work
Lab Session: Creating roles, permissions, and configuring ACD queues.
- 3.1 Introduction to Architect
- Purpose and main features of Architect
- IVR Call Flow design and management
- 3.2 Creating and Managing Call Flows
- Designing inbound and outbound call flows
- Creating menus and call prompts
- Managing system and user prompts
- 3.3 Configuring and Testing Call Flows
- Creating scripts and adding variables
- Testing call flows and configurations
Lab Session: Creating a basic IVR menu and testing call flows.
- 4.1 Quality Management Overview
- Importance of call recording and quality evaluations
- Creating recording policies and managing evaluations
- 4.2 Creating and Managing Evaluation Forms
- Setting up evaluation criteria and scoring
- Managing feedback and quality assurance
- 4.3 Using Quality Management Dashboards
- Monitoring and evaluating performance
- Setting up alerts and notifications
Lab Session: Configuring a recording policy and creating an evaluation form.
- 5.1 Introduction to Workforce Management (WFM)
- Benefits and impact of WFM on contact centers
- Overview of WFM features
- 5.2 Scheduling and Forecasting
- Short-term forecasting and intraday monitoring
- Creating and managing schedules
- Configuring agent shifts and time-off management
- 5.3 Monitoring and Reporting Workforce Metrics
- Real-time adherence monitoring
- Reporting on schedule adherence and agent performance
Lab Session: Creating a schedule and monitoring adherence.
- 6.1 Overview of Reporting and Analytics
- Understanding the analytics workspace
- Performance dashboards and views
- 6.2 Creating and Managing Reports
- Historical reports and real-time data views
- Custom dashboards and alert configuration
- 6.3 Utilizing Analytics for Performance Management
- Monitoring agent and queue performance
- Using analytics to identify areas of improvement
Lab Session: Creating custom dashboards and configuring alerts.
- 7.1 Overview of Outbound Campaigns
- Understanding outbound dialing modes
- Setting up outbound campaigns
- 7.2 Managing Contact Lists and Do Not Contact Lists
- Creating and managing contact lists
- Compliance with Do Not Contact (DNC) regulations
- 7.3 Monitoring Outbound Campaign Performance
- Configuring dialing strategies and monitoring performance
- Analyzing outbound campaign results
Lab Session: Creating an outbound campaign and configuring dialing modes.
- 8.1 Integrations with Third-Party Systems
- Integration overview (Salesforce, Zendesk, etc.)
- Configuring data actions and API integrations
- 8.2 Advanced Architect Flows
- Creating common modules and workflow integrations
- Configuring secure call flows
Lab Session: Configuring an integration with a third-party system.
- 9.1 Genesys Cloud CX Certification Path
- Certification levels and prerequisites
- Practice questions and mock tests
- 9.2 Best Practices for Genesys Cloud CX Administration
- Tips for optimizing performance and ensuring compliance
- Troubleshooting common issues
Prerequisites for Genesys Cloud CX: Contact Center Administration Training
- Familiarity with the Genesys Cloud CX user and admin interfaces.
- Basic understanding of contact center operations and telephony concepts.
Learning Objectives for Genesys Cloud CX: Contact Center Administration Training
After completing this course, participants will be able to:
- Navigate the Genesys Cloud CX interface and perform essential administrative tasks.
- Configure and manage roles, permissions, and licenses effectively.
- Set up and optimize Automatic Call Distribution (ACD) routing for efficient call handling.
- Create and manage Architect call flows and scripts tailored to business needs.
- Utilize quality management and workforce management tools to enhance performance.
- Configure and manage outbound campaigns to improve customer outreach.
- Monitor and report on contact center performance using analytics and dashboards for informed decision-making.
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Frequantly Asked Questions
This training focuses on equipping participants with the skills to administer and manage the Genesys Cloud CX platform effectively, including user configurations and performance monitoring.
The course is designed for system administrators, IT professionals, and managers responsible for maintaining and optimizing the Genesys Cloud CX environment.
Participants will learn to navigate the platform, manage user roles, optimize routing, and utilize reporting tools for enhanced contact center performance.
Familiarity with cloud technologies and a basic understanding of contact center operations are recommended for attendees.
The training is delivered through a mix of instructor-led sessions and practical exercises, providing hands-on experience with the Genesys Cloud CX platform.