Core learning path

The Genesys Cloud Core learning path provides an overview of the Genesys Cloud interface, administration of the platform, telephony, and contact center management including campaign and list management, queues, rule sets, scripting and wrap-up codes.

Business objectives:

All key stakeholders engaged and shared goals established
All users imported into Genesys Cloud
Edge appliance paired to your organization and PSTN connectivity established for dial tone and initial sites/locations setup
User phone numbers, extensions and phones added to system
Initial five (5) call flows and queues configured in system
Administrator familiarized with advanced contact center options and enabled to engage with business to finish day 1 needs
Customer familiarized with various elements of the Resource Center and available online training
Customer enabled to create and administer the rest of the organization following the how-to session

Customer requirements:

Active Genesys Cloud organization
User import CSV
Recommended if applicable:
- Test DID/DDI, extension and phone
- DID/DDI, extensions, and phones for up to five (5) users
- Information to establish up to five (5) queues, wrap-up codes, and flows
- Information to establish 1–2 scripts/quality polices

Content:

Topic	Recommended customer roles	Resource materials
Genesys Cloud Enablement Kickoff Overview of the product and Shared Success methodology, alignment of enablement engagement goals	Business Champion Project Manager Infrastructure Expert Genesys Cloud Administrator Contact Center Administrator	Get started administering Genesys Cloud
Collaborate Series Adding people and managing people and content	Infrastructure Expert Genesys Cloud Administrator	Getting Started with Collaborate Import CSV File Add people to your organization Add roles to users Modify the profile layout Set up groups Set up shared document workspaces Invite users
Communicate Series Part 1 Connecting telephony, including Edge pairing, SIP trunks, and sites/locations setup	Infrastructure Expert Genesys Cloud Administrator	Getting Started with Communicate Genesys Cloud Edge Setup Quick Reference Guide SIP Trunk Questionnaire for your SIP Provider Validate/test: Carrier SIP Trunk Test Plan
Communicate Series Part 2 Finish telephony, number and phone configuration, including DID/DDI, extensions, and managed phones	Genesys Cloud Administrator	Add DID numbers Add extensions Add phones Adjust user permissions to enable telephony icon Send users information about making calls
Contact Center Series Part 1 Call flow setup and routing, including queues, wrap-up codes, flows, dashboards and reporting	Contact Center Administrator	Get started administering Genesys Cloud Complete the Planning Guide Create queues Set up wrap-up codes Create a call flow Add schedules and configure IVR routing Send agents information about making calls
Contact Center Series Part 2 Advanced contact center options, including web chat, scripting, and quality management	Contact Center Administrator	See advanced setup resources for administrators
Contact Center Series Part 3 Screen pop and data dip options, including generic screen pop and Salesforce.com or Zendesk standard	Contact Center Administrator	See advanced setup resources for administrators
Genesys Cloud Resource Center and Online Training Review	Business Champion Project Manager Infrastructure Expert Genesys Cloud Administrator Contact Center Administrator	Genesys Cloud System Status Genesys Cloud Support