Genesys Cloud Architect: Building Call Flows

Elevate Your Customer Experience and Boost Agent Productivity with Expert Call Flow Strategies

What you'll learn

Design efficient call flows that streamline customer interactions and improve their overall experience with your contact center.

Optimize call routing and handling, resulting in reduced average handling time, increased first-call resolution, and improved agent productivity.

Learn how to effectively integrate call flows with other Genesys Cloud components for a unified, powerful contact center solution.

Gain a competitive edge by leveraging cutting-edge call flow design techniques and the latest features in Architect for Genesys Cloud.

Access additional resources and a community of experts, fostering continuous learning and improvement in call flow design and implementation.

Requirements

Basic computer literacy: Participants should be familiar with basic computer operations and be comfortable using a web browser and navigating web-based applications.

Familiarity with contact center concepts: A basic understanding of contact center operations, including concepts like call routing, IVR, queues, and agent handling, will be helpful for participants to grasp the content effectively.

Genesys Cloud account: To practice building call flows in Architect and follow along with the course material, participants should have access to a Genesys Cloud account. If a participant doesn't have an account, they can sign up for a trial account or use their organization's existing Genesys Cloud instance.

Interest in customer experience and contact center technology: This course is designed for individuals who are passionate about customer experience management and improving contact center operations. A strong interest in these topics will help participants stay engaged and motivated throughout the course.

While not strictly required, prior experience with customer service or contact center operations can be beneficial for better understanding the practical applications of the course material. However, the course is designed to be accessible even for beginners with little to no prior experience in the field.

Description

"Genesys Cloud Architect: Building Call Flows" is a comprehensive course designed to provide students and professionals with the essential knowledge and skills required to create, deploy, and manage call flows effectively in a contact center environment. Through a series of practical, hands-on modules, participants will learn the fundamentals of call flow design, advanced routing techniques, and best practices for integrating call flows with Genesys Cloud components.Starting with an introduction to Genesys Cloud and Architect, the course takes learners through the entire process of designing and implementing call flows, including setting up Architect, working with basic and advanced call flow components, and integrating call flows with Genesys Cloud queues, users, groups, and IVR systems. Participants will also gain valuable insights into testing, debugging, and deploying call flows, as well as monitoring and optimizing call flow performance for improved contact center efficiency and customer experience.Designed for both beginners and experienced professionals, this course is ideal for contact center agents, supervisors, managers, IT professionals, and anyone interested in mastering the art of call flow management in Genesys Cloud. By the end of the course, participants will be equipped with the practical knowledge and skills needed to create, deploy, and optimize call flows that deliver exceptional customer experiences and drive contact center success.

Overview

Section 1: Introduction to Genesys Cloud and Architect

Lecture 1 Introduction to Genesys Cloud and Architect

Section 2: Setting Up and Navigating Architect

Lecture 2 Setting Up and Navigating Architect

Lecture 3 Hands-On Exercise: Exploring the Genesys Cloud Dashboard and Architect Interface

Section 3: Call Flow Components and Basics

Lecture 4 Call Flow Components and Basics

Lecture 5 Hands-On Exercise: Creating a User in Genesys Cloud

Lecture 6 Hands-On Exercise: Creating a Queue in Genesys Cloud

Lecture 7 Hands-On Exercise: Creating a Group in Genesys Cloud

Lecture 8 Hands-On Exercise: Creating an In-Queue Call Flow in Genesys Cloud

Section 4: Creating a Basic Call Flow

Lecture 9 Creating a Basic Call Flow

Lecture 10 Hands-On Exercise: Creating Your First Simple Call Flow

Lecture 11 Hands-On Exercise: Exploring Call Flow Components

Section 5: Advanced Call Flow Features

Lecture 12 Advanced Call Flow Features

Lecture 13 Hands-On Exercise: Implementing Advanced Features in a Call Flow

Section 6: Integrating Call Flow with Genesys Cloud

Lecture 14 Integrating Call Flow with Genesys Cloud

Lecture 15 Hands-On Exercise: Integrating a Call Flow with Queues and User Extensions

Lecture 16 Hands-On Exercise: Setting Queues to Variables and Making Decisions

Lecture 17 Hands-On Exercise: Using Data Action to Determine if User is Logged In and Ready

Lecture 18 Hands-On Exercise: Creating a Genesys Cloud Integration and OAuth

Section 7: Testing, Debugging, and Deploying Call Flows

Lecture 19 Test, Debug, and Deploy a Call Flow

Lecture 20 Testing, Debugging, and Deploying Call Flows

Section 8: Monitoring and Optimizing Call Flows

Lecture 21 Monitoring and Optimizing Call Flows

Lecture 22 Hands-On Exercise: Analyzing Call Flow Performance and Making Optimizations

Section 9: Course Summary and Additional Resources

Lecture 23 Course Summary and Additional Resources

Lecture 24 Hands-On Exercise: Course Summary and Resource Exploration

Professionals working in contact centers or customer service who want to improve their understanding of Genesys Cloud and call flow design, with a focus on using Architect to create and manage call flows.,Students pursuing a career in contact center technology, customer experience, or related fields, who want to gain practical skills and knowledge about Genesys Cloud and call flow management.,IT professionals responsible for implementing, managing, or maintaining contact center solutions using Genesys Cloud, who want to enhance their understanding of call flow design and best practices.,Managers or supervisors overseeing contact center operations, who are looking to optimize their call routing strategies and improve customer experience through effective call flow design.,Individuals interested in upskilling or transitioning to a career in contact center technology or customer experience management, who want to learn the fundamentals of call flow design and integration with Genesys Cloud.