Genesys Training Courses

This is a 1-day course on Genesys Configuration Manager and is designed to introduce new users to the basics of Genesys system administration. The course provides a practical and working understanding of how to manage and administer commonly used Genesys Objects, Wizard Managers and Security Access Management. The course uses exercises and proof of learning as part of the learning process.

 

A 1-day course for Team Leaders, Supervisors, Real-Time Officers and Contact Centre Managers. The main focus of this course is to gain a good understanding of how to get the best out of CCPulse reporting. The focus is on Workspaces, Views, Thresholds and Alarms, and the course will show you ‘how to’ perform the basic tasks so that you can configure the specific views and reports that you most need.

 

This 4-day course is a customised WFM training course for version 7.6 users and is aimed at audiences working within Resource Management Teams or Planning Teams. Delegates will actively learn by getting involved in discussion and also by getting information on what is relevant to their business. Config Utility, Web Supervisor and Web Agent are all covered in this course, with Proof Of Learning exercise books used throughout

 

This 1-day course on Genesys Training Manager gives a complete understanding of how to create a sophisticated and efficient way of synchronizing your resources, agents and instructors while simultaneously optimizing schedule effectiveness.

 

This 1-day course on Genesys Skills Assessor give a complete understanding of how to design and analyse assessments within a contact centre, which is key to developing a successful working environment that empowers your agents and improves the customer experience.

 

This 90-minute facilitor-led course is to help agents navigate and familiarise themselves with the agent web interface. As WFM Web is used by Agents, the learning modules include Viewing Schedules, the Trading Tab, using Preferences, and Time-Off Management (Annual Leave). Proof of Learning activities are used to enable agents to practice using the Web interface as well as managing their own time in accordance to business rules.