https://beyond.genesys.

com/explore/course/genesys-cloud-implementation-self-study

Describe the Genesys Cloud platform and its components.

 Describe Genesys Cloud Collaborate
 Describe Genesys Cloud Communicate
 Explain how Collaborate and Communicate act as the foundation for Genesys Cloud
Contact Center
 Describe Genesys Cloud Contact Center
 Identify the various levels licensing for Genesys Cloud
 
Explain the purpose of Genesys Cloud Collaborate in an Enterprise
 Explain what enterprise collaboration is and its importance
 Outline the main features of Genesys Cloud Collaborate
 Navigate through the Genesys Cloud Collaborate User Interfaces
 
Implement and Configure Genesys Cloud Collaborate
 Perform the steps involved in implementation of Genesys Cloud Collaborate
 Add people to organization
 Explain Genesys Cloud Bridge Server
 Configure Organization Settings
 Set up user profile
 Configure Roles and Permissions
 Describe Groups
 Describe Location
 Manage people
 Describe Content Management Workspaces
 
Discuss the capabilities of Genesys Cloud Communicate
 Review the features of Communicate, including Calls, Unified Inbox, Fax,
Telephony, and Automated Attendance (Architect)
 
Implement and Configure Genesys Cloud Communicate
 Describe Telephony
 Explain Edge and its types
 Configure a virtual Edge
 Explain SIP Trunk
 Describe DIDs and Extensions
 Configure Phones
 Assign phone to a user
 Explain Calls
 Explain Voicemail
 Explain Architect
 Explain Automated Attendant and illustrate the basic functions
https://beyond.genesys.com/explore/course/genesys-cloud-contact-center-administration-self-
study

Give a basic overview of the Genesys Cloud platform

 Briefly describe Genesys Cloud Collaborate.
 Briefly describe Genesys Cloud Communicate.
 Review the Genesys Cloud Admin UI and Client UI.
Explain the basics of Genesys Cloud Contact Center Administration
 Explain how Genesys Cloud Contact Center helps you enhance your Customer
Experience.
 List the features of Genesys Cloud Contact Center.
 List the three levels of Contact Center licensing.
Configure Automatic Call Distribution to optimize customer service
 Describe ACD processing.
 Explain interaction flow and queue design.
 Select the appropriate evaluation and routing combination for a specific scenario.
 Configure agent utilization.
 Configure ACD Skills and Language Skills.
 Configure wrap-up codes.
 Configure After Call Work.
 Create and configure an ACD queue.
 Configure routing in Genesys Cloud Architect and Admin settings.
 Activate and deactivate agents on queues.
 Test ACD call routing.
 Describe ACD web chat configuration.
 Configure ACD email in Admin settings.
 Test ACD email routing.
 Describe Social Channel and its configuration.
 Describe ACD Messages.
Discuss the purpose and capabilities of Genesys Cloud Architect in a contact center
 Describe the purpose of Genesys Cloud Architect in a contact center.
 List the main features of Genesys Cloud Architect.
 Describe the options for Call Flow management.
 Describe how to create and edit System and User Prompts.
 List the types of Flows.
 Create a basic menu that sets the language for an Inbound Call Flow.
Describe the Genesys Cloud data actions integration
 Describe the function and purpose of the Genesys Cloud data actions Integration.
Explain the use of Scripting in a Genesys Cloud contact center
 Describe Scripts and basic script functionality.
 Create a basic script.
Outline the basic features of Genesys Cloud outbound dialing
 List the Outbound Dialing modes and give a brief description of each.
 Explain the use of Call Lists and Do Not Call Lists.
 Configure and test an Outbound Power Dialing campaign.
Describe the use of Reports and Dynamic Views in contact center management
 List the main types of reports and describe their use.
 List the main Dynamic Views and describe their use.
  Configure and run an Interaction Details report.
Describe quality management in a Genesys Cloud contact center
 Describe the use of Recording Policies and Evaluations for contact center
management.
 Describe how to enable call recording on a Trunk.
 Create a recording policy.
 Create and publish an Evaluation form.
 Describe how the Quality Evaluator and Quality Administrator dashboards are used to
monitor performance in a contact center.
Describe Workforce Management in a Genesys Cloud contact center
 Explain the benefits of scheduling agents and its effects on customer experience.
 Create a manual schedule.
https://beyond.genesys.com/explore/course/genesys-cloud-reporting-and-analytics-self-study

 Introduction to Reporting and Analytics

 Genesys Cloud Reports
 Working with Reports
 Troubleshooting Reports
 Dynamic views
https://beyond.genesys.com/explore/course/genesys-cloud-architect-self-study

Explain What Architect is

 Describe the concept of an IVR
 Explain how Architect is used to enhance the customer experience in a PureCloud
Contact Center
 Review the types of flows and the purpose of each
Configure Default Inbound Call flow settings
 Set up default action settings
 Configure Event Handling
 Configure Default menu settings
 Choose Supported languages in a flow
 Configure speech recognition settings
Explain the use of Architect Toolboxes
 Main page toolbox actions
 Task editor toolbox actions
Architect Built in variables
 Explain the concept of variables and how they are used
 Give an overview of the most-used built in variables
Manage Flows
 Review options of a flows
 Import a flow
 Validate a flow
 Publish a flow
 Print a flow
 Delete a flow
 Unlock a call flow
Explain Prompts
 Review working with Call Prompt
 Configure Prompt Resources
 Demonstrate how to Bulk import Prompts
Explain Schedules
 Explain the concept of schedules, holiday schedules, and emergency schedules.
 Explain how to create schedules, including holiday and emergency
 Edit a call routing schedule
 Delete a Schedule
Describe Schedule Group
 Explain the concept of Schedule Groups
 Explain Open and Closed concepts for schedule groups, and how the system
determines whether the group evaluates to Open or Closed.
 Explain how to create a Schedule Group
 Update a Schedule Group
 View schedules or schedule groups associated with a schedule
 Delete a Schedule group
Explain Inbound Call Flows
 Create an Inbound flow
 Explain how to create an Inbound flow with Salesforce CRM data action
 Configure the flow
  Create an audio sequence
 Explain barge-in
 Explain how Speech Recognition is used in flows
 Explain Task Editors
 Demonstrate how to debug a flow
Explain In-queue call flows
 Explain the purpose of In-Queue Call flows
 Explain how to create an In-queue call flow
 Explain the In-queue call flow for a customer to listen to the Estimated Wait Time
 Explain the In-queue call flow for a customer to listen to the Custom ACD Wait
music
 Explain the In-queue call flow for a customer to Loop and play a menu (stay on hold,
transfer to voicemail, receive callback to number they enter)
 Edit the In-queue flow
 Republish the In-queue flow
Explain Secure Call flows
 Explain Secure Call flow and its benefits
 Explain how to create a Secure Call flow
 Explain the difference between just agent-initiated and agent plus flow transfer.
Describe Outbound Call Flows
 Explain the purpose and usage for Outbound Call flows
 Explain how to create an Outbound Call flow
 Configure Outbound settings
 Describe what are Task Editors
Explain Inbound Email flows
 Explain the usage of Inbound Email flows
 Explain how to create an Inbound email flow
 Configure inbound email settings
 Manage ACD email routing
 Explain State Editor
 Discuss Email Routing Scenarios
https://beyond.genesys.com/explore/course/genesys-cloud-workforce-management-self-study

Workforce Management Overview

 Workforce Management Configuration

 Work Plans
 Short-Term Forecasts
 Schedules
 Time Off Requests
 Real-Time and Historical Adherence
 Performance Views for Agents

https://beyond.genesys.com/explore/course/genesys-cloud-scripting-self-study

 Explain Scripts in Genesys Cloud.

 Work with various types of scripts.
 Configure Script Components.
 Work with component templates.
 Manage Scripts.
 Create script templates.
 Describe variables and actions.

Course Content Includes:

 Overview of Scripting
  Script Editor Interface
 Script Management
  Variables in Scripts
  Actions in Scripts
https://beyond.genesys.com/explore/course/genesys-cloud-outbound-dialer-self-study

 List the key features provided by Genesys Cloud for Outbound Dialing. 
 Explain the roles and permissions needed for Outbound Dialing.  
 Create contact lists and assign them to campaigns. 
 Identify the available dialing modes in Genesys Cloud. 
 Create, manage, and test campaigns. 
 Use the Campaign Details view to analyze active campaigns. 
 Manage list data in the List Management page. 
 Create and manage Do Not Call lists and contact list filters. 
 Assign attempt controls to a campaign. 
 Identify when to use automatic time zone mapping.
 Configure callable time sets for the contacts of a list.
 Assign call analysis response to campaigns.
 Create rule sets for campaigns.  
 Define terminating wrap-up codes.
 Use Audit Search view to track changes on outbound configuration or data files.
 Use the Event Viewer page to view error occurrences of running a campaign

Course Content Includes:

 Introduction to Outbound Dialing Concepts

  Contact Lists
 Dialing Modes
 Campaigns
  Contact List Filters
  DNC Lists
  Limiting Contact Attempts
 Time Zone Management
  Call Analysis Response
  Campaign Dashboard
  Call Rules
 Campaign Rules
  Wrap-Up Code Mapping
 Sequencing
  Scheduling
  Audit Search
  Event Viewer
  Outbound Settings