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
  • Server for installing a Bridge Server (if using Active Directory Connector)
  • Active Directory prerequisites or 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, including Bridge and Active Directory Connector setup or CSV import
  • Infrastructure Expert
  • Genesys Cloud Administrator
Communicate Series Part 1
Connecting telephony, including Edge pairing, SIP trunks, and sites/locations setup
  • Infrastructure Expert
  • Genesys Cloud Administrator
Communicate Series Part 2
Finish telephony, number and phone configuration, including DID/DDI, extensions, and managed phones
  • Genesys Cloud Administrator
Contact Center Series Part 1
Call flow setup and routing, including queues, wrap-up codes, flows, dashboards and reporting
  • Contact Center Administrator
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