📅 Updated on 24 August 24 🆎 Language
💻 IT and Software, Cloud Computing 🌐Lectures - 40
📁 Resource -40 📋 Quizzes -20
🕐 Duration 8 hours ⭐ ൹
Course Description
The Genesys Cloud Architect course is a thorough, hands-on training program designed for professionals looking to master the creation, deployment, and management of call flows within a contact center environment. This course equips learners with the essential knowledge and skills to design, implement, and optimize call flows using Genesys Cloud Architect.
Participants will begin with an introduction to Genesys Cloud and the Architect tool, followed by a deep dive into the entire call flow design process. The course covers everything from setting up Architect and working with both basic and advanced call flow components, to integrating these flows with Genesys Cloud queues, users, groups, and IVR systems.
Through practical modules, learners will explore advanced routing techniques and best practices for integration. The course also provides crucial insights into testing, debugging, deploying, and monitoring call flows, with a focus on optimizing performance to enhance contact center efficiency and customer satisfaction.
Course Objectives
- Explain what Architect is
- Configure default inbound call flow settings
- Explain the use of Architect toolboxes
- Architect built-in variables
- Explain configuration of common call flow design tasks
- Explain inbound call flows
- Explain in-queue call flows
- Explain secure call flows
- Describe outbound call flows
- Explain inbound email flows
Explain What Architect is
- Describe the concept of an IVR
- Explain how Architect is used to enhance the customer experience in a Genesys Cloud 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
🙋 Instruction Type
Instruction-Led (Virtual)
