• No prior experience with Genesys Cloud required
• Access to Genesys Cloud training or sandbox environment
• Training slides and quick reference handouts provided
Welcome & Introduction
Objectives:
• Course overview
• Brief on Genesys Cloud purpose and capabilities
Session 1: Introduction to Genesys Cloud
Objectives:
• Understand the Genesys Cloud architecture
• Key concepts: Org, Divisions, Roles, Queues
Morning Break
Session 2: User and Role Management
Objectives:
• Add/manage users
• Understand roles and permissions
• Best practices for team setup
Lunch Break
Session 3: Call Flows & Architect
Objectives:
• Introduction to Architect tool
• Create a basic inbound call flow
• Add menu options and call routing
Session 4: Telephony Configuration & Troubleshooting
Objectives:
• Set up trunking
• Configure phones and sites
• Troubleshoot call flow and connectivity issues
Afternoon Break
Session 5: Monitoring & Reporting
Objectives:
• Use Interaction View, Real-Time dashboards
• Generate basic performance reports
Wrap-up & Q&A
Objectives:
• Review key learning
• Discuss real scenarios
• Q&A and feedback
Hands-on Labs & Demos Throughout the Day
Participants will:
- Add users and assign roles in Genesys Cloud
- Build a simple call flow using Architect
- Configure a phone and test internal/external calls
- Use real-time dashboards to monitor test calls
- Simulate and fix a basic routing or telephony issue