Part 1: Genesys Training

Genesys

Training

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PART 1

Learning Objectives

Part 1: Learn about the functionality of the platform

Part 2: Review call features while taking a call

Part 3: Demo set up process for wired and wireless headsets

Part 4: Practice answering a test call (zoom session)

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Genesys

is the software that we use to take calls and chats.

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How to Access

You can access Genesys Cloud through the Okta homepage or browser plugin icon.

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Feel free to open Genesys and follow along!

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After opening Genesys select "Collaborate/Communicate" to open the Genesys homepage.

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After selecting "Collaborate/Communicate" you will see this view.

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Select "next" to take a closer look at some of the features!

Disclaimer: Genesys homepage looks different

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Visual Comparison

Click here to Reveal and Hide old layout

Old Layout

Current Layout

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Click "+" icons to learn more about the features we use.

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Hover over "+" icons to reveal why we don't use these features.

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Part 1 Completed

Calls

Selecting the Calls button allows you to set up your headset and perform internal calls in order to test your audio.

Help

Selecting the Help button allows you to access the knowledge base/help center.You can find more information about the features in Genesys here, but you won't need to use this feature in your daily workflow.

Agent Workspace

Selecting the Agent Workspace button allows you to access your current call interaction. This is the landing page once you answer an incoming call.

NOTICE the Profile icon is on the far right with the new layout.

Selecting the Profile icon allows you to update your status in Genesys, access profile picture settings, log out, and more!

On/Off Queue Toggle

• On Queue allows you to make yourself available to recieve incoming calls.

• Off Queue prevents you from recieving incoming calls.