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.
Roles: Contact Center Agent, Contact Center Manager
Extra: Agent Product Simulations
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.
Roles: Contact Center Manager
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.
Role: Contact Center Administrator
Course Modules: PureCloud Engage Training
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.
Roles: Contact Center Administrator, Architect/Call Flow Administrator
Course: PureCloud Architect Training
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.
Roles: PureCloud Administrator, Contact Center Administrator, Designated Support Contact
Course: This course requires enrollment in Interactive University.