Introduction to Genesys Cloud for Agents
Learn how to perform basic daily tasks, including logging in, navigating the Genesys Cloud interface, answering calls, muting and holding calls, performing blind and consult transfers, managing status, collaborating with others using the directory features, getting help with agent assistance, and monitoring agent statistics.
- Roles: Contact Center Agent, Contact Center Manager
- Course: Introduction to Genesys Cloud for Agents
- Extras: Agent Product Simulations
Introduction to Genesys Cloud for Supervisors
Learn to use the supervisor dashboard for dynamic information, customize views, limit views with search parameters, set up and manage alerts, configure and create reports, communicate using instant messages, respond to Supervisor Assistance requests, and guide agents on using their dashboard to manage performance.
- Roles: Contact Center Manager
- Course: Introduction to Genesys Cloud for Supervisors
Genesys Cloud Engage Training
Learn the fundamentals of Genesys Cloud Engage administration, including configuring ACD, scripting, outbound dialing, analytics, reports, quality management, and basic troubleshooting.
- Role: Contact Center Administrator
- Course Modules: Genesys Cloud Engage Training
Genesys Cloud Architect Training
Learn how to construct basic call flows using Architect, including recording and uploading prompts, designing call flows, and building inbound and outbound call flows.
- Roles: Contact Center Administrator, Architect/Call Flow Administrator
- Course: Genesys Cloud Architect Training
Genesys Cloud Customer Roles and Responsibilities
Learn about Genesys Cloud roles and responsibilities, including defining required roles for any Genesys Cloud customer and identifying customer, ININ, and shared responsibilities in the Genesys Cloud partnership.
- Roles: Genesys Cloud Administrator, Contact Center Administrator, Designated Support Contact
- Course: Enrollment required under Interactive University.