Genesys Cloud Training Modules

Introduction to PureCloud for Agents

Learn to perform basic daily tasks such as logging in and navigating the PureCloud interface, answering calls, muting and holding calls, performing blind and consult transfers, managing status, collaborating with others in your organization using the directory features, getting help when needed using agent assistance, and monitoring agent statistics.


Introduction to PureCloud for Supervisors

Learn to perform basic daily tasks such as using the supervisor dashboard to get dynamic information, customizing views, limiting your view using search parameters, setting up and managing alerts, configuring and creating reports, communicating effectively with colleagues using the instant message features, answering a Supervisor Assistance request from an agent, and advising agents to use their agent dashboard to manage their own performance.


PureCloud Engage Training

Learn to perform the fundamentals of PureCloud Engage administration such as configuring ACD, scripting, outbound dialing, analytics, reports, quality management, and basic troubleshooting.


PureCloud Architect Training

Learn to construct basic call flows using Architect, including recording and uploading prompts, designing call flows, and building inbound and outbound call flows.


PureCloud Customer Roles and Responsibilities

Learn about PureCloud roles and responsibilities, including a definition of the roles required for any PureCloud customer, and an identification of customer, ININ, and shared responsibilities in the PureCloud partnership.