Outbound dialing learning path - Genesys Cloud Resource Center

The Genesys Cloud Outbound dialing learning path provides an overview of outbound campaign features and configuration including management of campaigns, lists, queues, rule sets, scripting, and wrap-up codes.

Business objectives:

Contact list uploaded
Time sets and responses set up
Rule sets created and wrap-up codes applied
Scripts created to optimize agent performance
Audit performed and outbound dialing reports run

Customer requirements:

Active Genesys Cloud organization
Completion of Genesys Cloud Core Enablement
Working telephony (preferred)

Content:

Topic	Recommended customer roles	Resource materials
Campaign and List Management Includes a contact list overview and formatting requirements	Contact Center Administrator	Outbound dialing concepts Campaigns dashboard page Outbound campaign details view Campaign management page Create new campaign Start or pause a campaign Contact lists view Do not contact lists view About CSV files
Contactable Time Sets and Analysis Responses Includes adding a response to a campaign	Contact Center Administrator	Contactable time sets page Create a contactable times set Add a time zone to a set of contactable times Assign a set of contactable times to a campaign Call analysis responses page Create a call analysis response Assign a call analysis response to a campaign
Rule Sets & Wrap-up Code Mapping Rule creation and wrap-up code configuration	Contact Center Administrator	Rule sets view Create a set of rules Wrap-up code mappings page
Scripting Composition and publication of scripts to provide agent instructions, view information contained in the contact list, link to a URL and schedule a callback	Genesys Cloud Administrator	Scripting concepts Script editor overview Schedule a callback
Audit Search, Reporting, and Close Audit log review and reporting	Contact Center Administrator	Audit search view