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Genesys Cloud CX Contact Center Training Prepare for Genesys CX Certification

Build practical skills in Genesys Cloud CX contact center administration, implementation, Architect flow development, scripting, APIs and workforce management. Learn at your own pace through guided training videos and hands-on demonstrations.

Everything Included in the Training Package

  • 150+ Genesys Cloud CX video labs and lectures
  • Genesys Cloud CX implementation training
  • Contact center administration training
  • Genesys Architect flow development
  • Genesys Cloud CX scripting and API fundamentals
  • Workforce management training
Genesys Cloud CX Training Access 5-Year Subscription
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Preview Genesys Cloud CX Training

Watch a real training lesson covering Genesys Cloud CX administration, contact center configuration and practical implementation concepts.

150+ Video Labs
Certification Preparation
5-Year Access
+
Complete Genesys Cloud CX Learning Path

Study implementation, administration, Architect, scripting, APIs and workforce management in one self-paced training package.

Genesys CX Training Video Sample Chapters





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  • 20+ years of global training expertise
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  • 1,000+ video labs produced internally
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  • Lifetime alumni support & community access

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.)

 


Genesys Cloud CX: Master Course Outline

Part 1: Genesys CX Implementation & Administration

Module 1: Platform Overview and Licensing

  • 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

Module 2: Organization, Users, and Data Management

  • Chapter 3.1: Overview of Configurations in 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

Module 3: Telephony, Trunks, Sites, and Edges

  • 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 Groups

  • Chapter 4.13: Architect Features in the Communicate License

Module 4: Number Plans, Routing, and BYOC Premises

  • 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 Agents, Roles, and Permissions

  • Chapter 6.3: Managing Queues in Genesys Cloud CX

  • Chapter 7.0: Genesys Cloud Edge: BYOC Premises and Edge Introductory Concepts

  • Chapter 8.0: Genesys Cloud Edge: BYOC Premises Configuration

Module 5: Implementation 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 Permissions for Users in Genesys

  • Lab 5: Creating and Managing Groups in Genesys Cloud

  • Lab 6: Creating Profile Fields and Assigning to Users

  • Lab 7: Creating a 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 Associating IP Phones and Making Test Calls Using PureCloud

  • Lab 12: Blocking 900 or Premium Numbers and Simulating Calls

Part 2: Genesys Cloud Contact Center

Module 1: Contact Center Fundamentals and ACD

  • Chapter 1: Genesys Cloud Platform

  • Chapter 2: The Basics of Genesys Cloud Contact Center Administration

  • Chapter 3 (Parts 1–5): Automatic Distribution and ACD Core Concepts

  • Chapter 4: Supervisor Tools

  • Chapter 5: Managing Roles, Permissions, and Divisions in Genesys

Module 2: Advanced Contact Center Operations

  • 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

Module 3: Contact Center Video Labs

  • Lab 1: Creating Skills and Languages for Agents

  • Lab 2: Creating Wrap-Up Codes for Agents to Select

  • Lab 3: Creating and Configuring ACD Queues in Genesys Contact Center

  • Lab 4: Using Utilization to Limit Capacity in Omnichannel

  • Lab 5: Creating Email Domains and Email Addresses to Route Calls to Queues

  • Lab 6: Creating Alert Rules to Notify Supervisors When Agents are Away

  • Lab 7: Using Performance Workspace Supervisor to Manage Queues

  • Lab 8: Creating and Recording Prompts in Genesys Contact Center

  • Lab 9: Creating and Managing Hold Music in Genesys

  • Lab 11: Creating Basic Scripts in Genesys

Part 3: Genesys Cloud Architect

Module 1: Architect Lectures

  • Chapter 1: Overview of Genesys Architect

  • Chapter 2: Overview and Demonstration of Admin Interface

  • Chapter 3: Overview of Variables and Prompts

  • Chapter 4: Prepare Prerequisites to Create First Call Flow

  • Chapter 5: Creating and Managing Schedules in Genesys

Module 2: Architect Video Labs

  • Lab 1: Preparing Genesys Contact Center for Architect Flow

  • Lab 2: Configuring Inbound Call Flow for a Travel Agency

  • Lab 3: Configuring Schedules to Define Working and After-Hours

  • Lab 4: Integrating Genesys Call Flow with Salesforce to Fetch Data

  • Lab 5: Creating In-Queue Flows When Agents Are Not Available

  • Lab 6: Creating a Secure Flow to Authenticate Users Using Data Lookups

  • Lab 7: Creating an Outbound Call Flow in Genesys Contact Center

  • Lab 8: Creating Inbound Email Flows to Send Emails to Agents

Part 4: Genesys CX Scripting

Module 1: Scripting Lectures

  • Chapter 1: Introduction to 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 Variables in Scripts

  • Chapter 7: Using Action Buttons to Define Tasks or Work in Scripts

  • Chapter 8: Invoking Secure Flows to Collect Sensitive Information

  • Chapter 9: Configuring Action Buttons for Agent-to-Agent Transfers in Scripts

  • Chapter 10: Managing Scripts to Update Outbound Contact Lists by Agents

Module 2: Scripting Video Labs

  • Lab 1: Creating Basic Scripts in Genesys CC

  • Lab 2: Customizing Script Layout and Items

  • Lab 3: Creating Script and Component Templates in Genesys CC

  • Lab 4: Working with Variables in Genesys Scripts

  • Lab 5: Working with Dynamic Variables and Expressions

  • Lab 6: Working with String Functions and Dynamic Variables

  • Lab 7: Working with Literal String Functions in Genesys Scripts

  • Lab 8: Working with Built-in Variables in Genesys Scripting

Part 5: Genesys CX API Fundamentals

Module 1: API Lectures

  • Chapter 1: Genesys Cloud API Overview

  • Chapter 2: Genesys Cloud API Authentication

  • Chapter 3: Genesys Cloud API Resources

  • Chapter 4: Genesys Cloud Users API

  • Chapter 4.1: Genesys Cloud Skills, Language, and Group APIs

  • Chapter 5: Genesys Cloud Conversation API Overview

  • Chapter 6: Genesys Cloud Routing API Overview

  • Chapter 7: Genesys Cloud Notification API

  • Chapter 8: Genesys Cloud Chat API

  • Chapter 9 (Parts 1–2): Genesys Cloud Analytics API Overview

  • Chapter 10: Genesys Cloud Recording API

  • Chapter 11: Genesys Cloud Utilization Overview

  • Chapter 12: Genesys Cloud API Evolution

Module 2: API Video Labs

  • Lab 1: Retrieve User Details from Genesys Using Postman

  • Lab 2: Managing Genesys Cloud CX Users Using the User API

  • Lab 3: Creating Python Applications to Obtain User Details Using the User API

  • Lab 4: Creating Skills Using API Explorer, Postman, and Python Scripts via Skills API Endpoints

  • Lab 4.1: Creating Skills Using Skill API in Genesys API Explorer

  • Lab 5: Creating Skills Using the Skill API in Postman

  • Lab 6: Creating Skills Using Python Scripts

  • Lab 7: Assigning 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