Genesys Cloud onboarding checklist

Complete the activities and tasks listed before going live with your Genesys Cloud org. Questions? Contact your Customer Success Manager (CSM) or Partner Success Manager (PSM).

Get Ready for a Cloud Contact Center

Complete	When	Who	What
	Day 1	Business Sponsor	Schedule your Kickoff Call with your Customer Success Manager.
	Day 1	Business Sponsor	Review and agree upon Getting Ready for a Cloud Contact Center document
	Day 1	Business Sponsor	Identify your onboarding as Genesys-led, Partner-led or Customer-led.
	Week 1	Business Sponsor	Identify and assign your roles. Tell your CSM or PSM. Business Sponsor Project Manager Contact Center Admin (Designated Support Contact) IT and Network Admin (Designated Support Contact) Contact Center Supervisor Developer (if integrating via APIs)
	Week 1	Business Sponsor	Let your CSM know your Designated Support Contacts
	Week 1	Business Sponsor	Review ramp period and invoicing process with your CSM/PSM.

Create your Org and Users

Complete	When	Who	What
	Week 1	Contact Center Admin	Ensure your Genesys Cloud organization (org) is activated. Activate a new organization See Collaborate section in Get started administering Genesys Cloud

Take Training

Complete	When	Who	What
	Week 2	Contact Center Admin	Genesys Cloud CX Learning Subscription. Take Certification Exam. Introduction to Genesys Cloud for Supervisors (5 minutes) Introduction to Genesys Cloud for Agents (15 minutes)
	Week 2	IT and Network Admin	Genesys Cloud CX Learning Subscription. Take Certification Exam.
	Week 2	Contact Center Supervisor	Genesys Cloud CX Learning Subscription. Take Certification Exam. Introduction to Genesys Cloud for Supervisors (5 minutes) Introduction to Genesys Cloud for Agents – Basics (15 minutes)
	Week 3	All Agents	Introduction to Genesys Cloud for Agents (15 minutes)

Complete	When	Who	What
	Week 3	Contact Center Admin	Subscribe to Genesys Cloud System Status Updates Subscribe to Genesys Cloud Release Notes Register and create profile on Genesys Knowledge Network Register and create profile on Genesys Community Request a My Support Portal access account Sign up for the Genesys Customer Advocacy Program (GCAP) Bookmark the Genesys Cloud Resource Center
	Week 3	IT and Network Admin	Subscribe to Genesys Cloud System Status Updates Subscribe to Genesys Cloud Release Notes Register and create profile on Genesys Knowledge Network Register and create profile on Genesys Community Request a My Support Portal access account Bookmark the Genesys Cloud Resource Center
	Week 3	Contact Center Supervisor	Subscribe to Genesys Cloud System Status Updates Sign up for the Genesys Customer Advocacy Program (GCAP) Bookmark the Genesys Cloud Resource Center
	Week 3	Developer	Subscribe to Genesys Cloud System Status Updates Subscribe to Genesys Cloud Release Notes Sign up for the Developer Center Forum

Getting Ready to Go Live

Complete	When	Who	What
	Before Contract	IT and Network Admin	Download and complete Customer Network Readiness Checklist.
	Week 3	IT and Network Admin	Complete VoIP Readiness Network Assessment.
	Week 4	IT and Network Admin	Complete your Technology & Environment “Map” (what will be connected to Genesys Cloud). Provide map to CSM. BYOC Telephony 3rd Party Integrations (CRM…) Placement of Edges Computer / Browser version / Work Stations Antimalware review (Malware and antispam protection best practices)
	Week 4	Project Manager	Document Go-Live plan When is Go-Live? Who from your company will be monitoring? If Genesys-led onboarding, who from Genesys will be monitoring? If Partner-led onboarding, who from the Partner will be monitoring? How will feedback from your end-customers and agents be brought to the person monitoring What’s your plan to process that feedback?

Working with Genesys

Complete	When	Who	What
	Week 4	Business Sponsor	Complete the Initial “Customer Success Plan” with your CSM.
	Week 4	Business Sponsor	Review ramp period and invoicing process with your CSM.
	Week 5	Business Sponsor	Watch the How to Read Your Bill video Discuss How to Read Your Bill call with your CSM.
	Week 5	Project Manager	Test local emergency services. Validate that the correct address and phone number appear to your local emergency service systems. See Configure 911 or other emergency numbers.
	Week 5	Project Manager	Complete “Getting Ready to Go Live” with your CSM and Technical Account Manager (TAM), Professional Services (PS), and Customer Care as appropriate.

Revision history

Modified date (YYYY-MM-DD)	Revision
2024-01-04	Fixed broken Certification Exam links.
2023-07-19	Updated links in the Contact Center Admin section.
2023-03-01	Removed link to outdated video on activating orgs and outdated downloadable checklist.
2021-02-24	Added Antimalware review and link.
2020-03-30	Changed customer success manager back to Customer Success Manager (CSM).
2019-06-04	Changed CSM to GA. Added e911 step.
2019-04-26	Self start video link added and PDF (Version 1.6) published.
2018-12-12	Revisions made and published and PDF published. (Version 1.5)
2018-12-06	Added Ramp Period info
2018-10-17	Revisions made and published (Version 1.4)
2018-09-27	Corrected PDF links (Version 1.3)
2018-09-27	Initial publication (Version 1.2)
2018-09-26	Version 0.2 revisions made

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.