Explain What Architect is
- Describe the concept of an IVR
- Explain how Architect is used to enhance the customer experience in a Genesys Cloud Contact Center
- Review the types of flows and the purpose of each
Configure Default Inbound Call flow settings
- Set up default action settings
- Configure Event Handling
- Configure Default menu settings
- Choose Supported languages in a flow
- Configure speech recognition settings
Explain the use of Architect Toolboxes
- Main page toolbox actions
- Task editor toolbox actions
Architect Built in variables
- Explain the concept of variables and how they are used
- Give an overview of the most-used built in variables
Manage Flows
- Review options of a flows
- Import a flow
- Validate a flow
- Publish a flow
- Print a flow
- Delete a flow
- Unlock a call flow
Explain Prompts
- Review working with Call Prompt
- Configure Prompt Resources
- Demonstrate how to Bulk import Prompts
Explain Schedules
- Explain the concept of schedules, holiday schedules, and emergency schedules.
- Explain how to create schedules, including holiday and emergency
- Edit a call routing schedule
- Delete a Schedule
Describe Schedule Group
- Explain the concept of Schedule Groups
- Explain Open and Closed concepts for schedule groups, and how the system determines whether the group evaluates to Open or Closed.
- Explain how to create a Schedule Group
- Update a Schedule Group
- View schedules or schedule groups associated with a schedule
- Delete a Schedule group
Explain Inbound Call Flows
- Create an Inbound flow
- Explain how to create an Inbound flow with Salesforce CRM data action
- Configure the flow
- Create an audio sequence
- Explain barge-in
- Explain how Speech Recognition is used in flows
- Explain Task Editors
- Demonstrate how to debug a flow
Explain In-queue call flows
- Explain the purpose of In-Queue Call flows
- Explain how to create an In-queue call flow
- Explain the In-queue call flow for a customer to listen to the Estimated Wait Time
- Explain the In-queue call flow for a customer to listen to the Custom ACD Wait music
- Explain the In-queue call flow for a customer to Loop and play a menu (stay on hold, transfer to voicemail, receive callback to number they enter)
- Edit the In-queue flow
- Republish the In-queue flow
Explain Secure Call flows
- Explain Secure Call flow and its benefits
- Explain how to create a Secure Call flow
- Explain the difference between just agent-initiated and agent plus flow transfer.
Describe Outbound Call Flows
- Explain the purpose and usage for Outbound Call flows
- Explain how to create an Outbound Call flow
- Configure Outbound settings
- Describe what are Task Editors
Explain Inbound Email flows
- Explain the usage of Inbound Email flows
- Explain how to create an Inbound email flow
- Configure inbound email settings
- Manage ACD email routing
- Explain State Editor
- Discuss Email Routing Scenarios
