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Want to Learn Genesys CX - Contact Center?

Prepare for Genesys CX Certification

Genesys Cloud CX: Contact Center Administration introduces the fundamental concepts and major components associated with the Contact Center feature set of the Genesys Cloud platform

Includes:

  • 150+ Video labs/lectures in
    • Genesys Cloud CX - Implementation
    • Genesys Cloud CX - Contact Center Administration
    • Genesys Cloud CX - Architect
    • Genesys Cloud CX - Scripting
    • Genesys Cloud CX - API Fundamental
    • Genesys Cloud CX - Workforce Management
  • 100+ Video Labs/Lectures with Lab Guide
  • 5 Years Subscription



Genesys CX Training Video Sample Chapters





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What You Will Learn
  • Set up and manage Webex Contact Center tenants, sites, teams, and users
  • Configure queues, entry points, and routing strategies
  • Build call flows and IVR menus using Flow Designer
  • Enable voice, chat, and email digital channels
  • Use the Agent Desktop for call handling and monitoring
  • Generate reports and manage dashboards for analytics
  • Integrate Webex Contact Center with third-party systems (HTTP, CRM, etc.)

 


Course Outline

Lecture on Video

Genesys CX - Implementation

  • Chapter 1.1 - Overview of the Genesys Cloud CX Platform 
  • Chapter 1.2 - Licensing in Genesys Cloud CX Contact Center 
  • Chapter 2.1 - Genesys Cloud CX Overview 
  • Chapter 2.2 - Accessing Genesys Cloud CX 
  • Chapter 3.1 - Overview of Configurations Genesys Cloud 
  • Chapter 3.2 - Location Configuration
  • Chapter 3.3 - User Profile Configuration
  • Chapter 3.4 - Adding People to the Contact Center
  • Chapter 3.5 - Organizing People
  • Chapter 3.6 - Data Management in Genesys Cloud CX
  • Chapter 4.1 - Features of Genesys Cloud CX Communicate
  • Chapter 4.2 - Genesys Cloud CX Telephony Overview v2
  • Chapter 4.3 - Genesys Cloud CX Telephony Configuration Setup
  • Chapter 4.4 - Trunks in Genesys Cloud CX
  • Chapter 4.5 - Sites in Genesys Cloud CX
  • Chapter 4.6 - Edges in Genesys Cloud CX
  • Chapter 4.7 - Functions an Edge Provides
  • Chapter 4.8 - Edge Configuration
  • Chapter 4.9 - Phone Management in Genesys Cloud CX
  • Chapter 4.10 - DIDs in Genesys Cloud CX
  • Chapter 4.11 - Extensions in Genesys Cloud CX
  • Chapter 4.12 - Relationship Between Locations, Sites, Edges, and Edge Group
  • Chapter 4.13 - Architect Features in the Communicate License
  • Chapter 5.1 - Importance of Number Plans and Outbound Routes Configuration
  • Chapter 5.2 - Customizing Number Plans and Outbound Routes
  • Chapter 6.1 - Genesys Cloud Telephony and System Basics Setup
  • Chapter 6.2 - Managing Agent, Role and Permission
  • Chapter 6.3 - Managing Queue in Genesys Cloud CX
  • Chapter 7.0 - Genesys Cloud Edge - BYOC Premises and Edge Introductory Concepts
  • Chapter 8.0 - Genesys Cloud- Edge - BYOC Premise Configuration

Video Labs

  • Lab 1 - Getting Started with Genesys Cloud CX Organization Settings
  • Lab 2 - Managing User Accounts in Genesys Cloud CX
  • Lab 3 - Creating and Customizing Admin Profiles
  • Lab 4 - Managing Roles and Permission for Users in Genesys
  • Lab 5 - Creating and Managing Groups in Genesys Cloud
  • Lab 6 - Creating Profile Fileds and Assign to Users
  • Lab 7 - Creating document workspace to share files
  • Lab 8 - Trunk, Site, and Edge Configuration
  • Lab 9 - Configuring On Prem Edge and IP Phone in Genesys
  • Lab 10 - Creating DID, Extension and Default Phone Setup
  • Lab 11 - Creating and Associate IP Phone and Make Test Calls using PureCloud
  • Lab 12 - Blocking 900 or Premium Number and Simulate Calls

Genesys Cloud Contact Center

  • Chapter 1 - Genesys Cloud Platform
  • Chapter 2 - The Basics of Genesys Cloud Contact Center Administration
  • Chapter 3 - Automatic Call Distribution Part 1
  • Chapter 3 - Automatic Call Distribution Part 2
  • Chapter 3 - Automatic Call Distribution Part 3
  • Chapter 3 - Automatic Call Distribution Part 4
  • Chapter 3 - Automatic Call Distribution Part 5
  • Chapter 4 - Supervisor Tools
  • Chapter 5 - Managing Roles, Permission and Division in Genesys
  • Chapter 6 - The Genesys Cloud Architect
  • Chapter 7 - Scripting in Genesys Cloud Contact Center
  • Chapter 8 - Outbound Dialing
  • Chapter 9 - Quality Management In the Contact Center
  • Chapter 10 - Workforce Management in The Contact Center

Genesys Cloud Contact Center Video Lab

  • Lab 1 - Creating Skills and Language for Agent
  • Lab 2 - Creating Wrap-up Code for Agent to Select
  • Lab 3 - Creating and Configure ACD Queues in Genesys Contact Center
  • Lab 4 - Using Utilization to Limit Capacity in Omnichannel
  • Lab 5 - Creating Email Domain and Email Address To Route Calls to Queue
  • Lab 6 - Creating Alert Rule To Notify Supervisor When Agent Away
  • Lab 7 - Using Performance Workspace Supervisor Manage Queue
  • Lab 8 - Creating and Recording Prompt in Genesys Contact Center
  • Lab 9 - Creating and Managing Hold Music in Genesys
  • Lab 11 - Creating Basic Scripts in Genesys 

Genesys Cloud Architect Lecture

  • Chapter 1 - Overview of Genesys Architect
  • Chapter 2 - Overview and Demonstration of Admin Interface
  • Chapter 3 - Overview of Variable and Prompts
  • Chapter 4 - Prepare Prerequist to Create First Call Flow
  • Chapter 5 - Creating and Managing Schedules in Genesys

Genesys Cloud Architect Video Lab 

  • Lab 1 - Preparing Genesys Contact Center for Architect Flow
  • Lab 2 - Configure Inbound Call Flow for Travel Agency
  • Lab 3 - Configuring Schedules to Define Working and After Hours
  • Lab 4 - Integrate Genesys Call Flow with SalesForce to fetch data
  • Lab 5 - Creating In-Queue Flow When Agent Not Available
  • Lab 6 - Creating a Secure Flow to Authenticate User using Data Lookup
  • Lab 7 - Creating an outbound call flow in Genesys Contact Center
  • Lab 8 - Creating Inbound Email To Send Email to Agent 

Genesys CX Scripting

  • Chapter 1 - Introduction Genesys Scripting
  • Chapter 2 - Navigating Through Genesys Script Workspace
  • Chapter 3 - Navigating Through Genesys Scripts Workspace Part 2
  • Chapter 4 - Creating a Basic Outbound Script With Contact List
  • Chapter 5 - Features of Genesys Script Management
  • Chapter 6 - Working with Static and Dynamic Variable in Scripts
  • Chapter 7 - Using Action Button to define task or work in Scripts
  • Chapter 8 - Invoking Secure Flow To Collect Sensitive Information
  • Chapter 9 - Configure Action Button for Agent to Agent Transfer in Scripts
  • Chapter 10 - Manage Scripts to Update Outbound Contact LIst by Agent

Video lab

  • Lab 1 - Creating Basic Scripts in Genesys CC
  • Lab 2 - Customizing Script Layout and Items
  • Lab 3 - Creating Script and Component Template in Genesys CC
  • Lab 4 - Working with Variables in Genesys Scripts
  • Lab 5 - Working with Dynamic Varilables and Expression
  • Lab 6 - Workin in String Functions with Dynamic Variables
  • Lab 7 - Working with Literal String Functions in Genesys scripts
  • Lab 8 - Working with Built-in variables in Genesys Scripting

Genesys CX API Fundamental

Lectures

  • Chapter 1 - Genesys Cloud API Overview
  • Chapter 2 - Genesys Cloud API Authentication
  • Chapter 3 - Genesys Cloud API Resources
  • Chapter 4 - Genesys Cloud API Users API
  • Chapter 4.1 - Genesys Cloud API Skills, Language and Group Api
  • Chapter 5 - Genesys Cloud API Conversation API Overview
  • Chapter 6 - Genesys Cloud API Routing API Overview
  • Chapter 7 - Genesys Cloud API Notification API
  • Chapter 8 - Genesys Cloud API CHAT Api
  • Chapter 9 - Genesys Cloud API Analytics Api Part 1
  • Chapter 9 - Genesys Cloud API Analytics Api Part 2
  • Chapter 10 - Genesys Cloud API Recording API
  • Chapter 11 - Genesys Cloud API Utilization Overview
  • Chapter 12 - Genesys Cloud API Evolution


Video Lab Guide


  • Lab 1 - Retrieve User Details from Genesys using Postman
  • Lab 2 - Managing Genesys Cloud CX Users using User API
  • Lab 3 - Creating Python Application to Obtain User Details using User API
  • Lab 4 - Creating Skills Using API Explorer, Postman and Python script using Skills API Endpoint
  • Lab 4.1 - Creating Skills Using Skill API in Genesys API Explorer
  • Lab 5 - Creating Skills Using Skill API in Postman
  • Lab 6 - Creating Skills Using Python Script
  • Lab 7 - Assign Skills To An Agent using API via API Explorer


Python Scripts

  • Lab 1 - Python Script To List Users.py
  • Lab 2 - Python Script To Create Routing Skills.py