Give a basic overview of the Genesys Cloud platform
- Briefly describe Genesys Cloud Collaborate.
- Briefly describe Genesys Cloud Communicate.
- Review the Genesys Cloud Admin UI and Client UI.
Explain the basics of Genesys Cloud Contact Center Administration
- Explain how Genesys Cloud Contact Center helps you enhance your Customer Experience.
- List the features of Genesys Cloud Contact Center.
- List the three levels of Contact Center licensing.
Configure Automatic Call Distribution to optimize customer service
- 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 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.
Discuss the purpose and capabilities of Genesys Cloud Architect in a contact center
- Describe the purpose of Genesys Cloud Architect in a contact center.
- List the main features of Genesys Cloud Architect.
- Describe the options for Call Flow management.
- Describe how to create and edit System and User Prompts.
- List the types of Flows.
- Create a basic menu that sets the language for an Inbound Call Flow.
Describe the Genesys Cloud data actions integration
- Describe the function and purpose of the Genesys Cloud data actions Integration.
Explain the use of Scripting in a Genesys Cloud contact center
- Describe Scripts and basic script functionality.
- Create a basic script.
Outline the basic features of Genesys Cloud outbound dialing
- List the Outbound Dialing modes and give a brief description of each.
- Explain the use of Call Lists and Do Not Call Lists.
- Configure and test an Outbound Power Dialing campaign.
Describe the use of Reports and Dynamic Views in contact center management
- List the main types of reports and describe their use.
- List the main Dynamic Views and describe their use.
- Configure and run an Interaction Details report.
Describe quality management in a Genesys Cloud contact center
- Describe the use of Recording Policies and Evaluations for contact center management.
- Describe how to enable call recording on a Trunk.
- Create a recording policy.
- Create and publish an Evaluation form.
- Describe how the Quality Evaluator and Quality Administrator dashboards are used to monitor performance in a contact center.
Describe Workforce Management in a Genesys Cloud contact center
- Explain the benefits of scheduling agents and its effects on customer experience.
- Create a manual schedule.