||The Advanced Architect course trains users in building basic and advanced call flows. Topics include user prompt recording and uploading; fall flow design; creating inbound and outbound call flows; secure call flows; and IVR use of data actions.
|Contact Center Administration
||The Contact Center Administration course trains a user for daily administration of a Genesys Cloud organization and contact center. Topics include Automatic Call Distribution (ACD) and queue configuration; basic Architect routing; basic scripting; essentials of outbound dialing; and introductions to analytics, reports, quality management, and workforce management.
||The implementation course trains a user to deploy and perform basic configuration of Genesys Cloud Collaborate and Communicate for an organization. It includes topics such as adding people to the organization; assigning roles and permissions; Bridge installation and configuration; groups; locations; Edge and telephony configuration; basic auto-attendant; and other configuration needed to establish business enterprise functionality.
||The Outbound Dialing course trains users in the functionality of dialer campaigns and dialer
|Reporting and analytics
||Reporting and Analytics The Reporting and Analytics course trains a user to view statistics over a defined period showing the effectiveness of your contact center operations. This course shows contact center
staff how to generate agent reports, call reports, and queue reports.
||The Scripting course trains users on creating instructions, called scripts, that display editable records and directions to help agents that handle a particular type of interaction. Scripting includes presenting agents with fields for collecting or updating caller information.
||The Workforce Management course trains users in how to maintain the workforce
management system, which includes workplans, forecasting, scheduling, handling time off
requests, monitoring, and managing the workforce.