Outbound dialing learning path


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
Contactable Time Sets and Analysis Responses
Includes adding a response to a campaign
  • Contact Center Administrator
Rule Sets & Wrap-up Code Mapping
Rule creation and wrap-up code configuration
  • Contact Center Administrator
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
Audit Search, Reporting, and Close
Audit log review and reporting
  • Contact Center Administrator