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所在平台: Udemy |
课程主页: https://www.udemy.com/course/genesys-cloud-administrator/
课程评论：没有评论
课程名称：Genesys Cloud管理员培训 概述："Genesys Cloud管理员培训"是一门综合性的在线课程，旨在为参与者提供有效管理和优化Genesys Cloud平台以支持联系中心运营所需的技能和知识。在整个课程中，参与者将深入了解Genesys Cloud架构，学习如何导航管理员界面，以及掌握管理用户、角色和访问控制的过程。课程还涵盖了队列和组的创建与管理，以及使用Architect工具设计和部署动态呼叫流程。此外，课程还探讨了各种可用的Genesys Cloud集成功能，提供实际操作练习以设置和管理这些集成。参与者还将学习分析和报告功能，以监控队列和代理的表现，并根据这些洞察优化呼叫流程。课程的最后还包括系统配置、故障排除、支持以及Genesys Cloud管理员认证准备的模块。无论您是新管理员希望快速上手，还是经验丰富的专业人士寻求提升技能，这门课程都提供了强大而实用的学习体验，以提升联系中心的运营效率。 课程大纲： 模块1：Genesys Cloud概述 目标：了解Genesys Cloud的概况、管理员的角色与责任及其架构。 模块2：导航Genesys Cloud管理员界面 目标：熟悉Genesys Cloud管理员界面，包括仪表盘和管理员设置。 模块3：用户管理 目标：学习如何管理用户资料和权限，以及如何设置角色和访问控制。 模块4：队列管理 目标：了解如何创建和配置队列，并为这些队列分配代理。 模块5：组管理 目标：学习创建和管理组，并将用户分配到这些组中。 模块6：Architect中的呼叫流程设计 目标：认识Architect，学习如何构建和部署呼叫流程。 模块7：Genesys Cloud集成 目标：了解可用的集成方式以及如何配置和管理它们。 模块8：质量与表现监控 目标：学习分析和报告，并了解如何监控队列和代理的表现。 模块9：系统配置 目标：了解如何配置系统设置以及管理电信和渠道设置。 模块10：故障排除与支持 目标：学习常见问题、故障排除方法，以及如何利用Genesys Cloud支持和资源。 模块11：Genesys Cloud管理员认证准备 目标：复习主要主题和技能，学习通过Genesys Cloud管理员认证的技巧，并进行模拟测试。 模块12：课程总结与额外资源 目标：回顾课程内容，了解关键要点和后续步骤，发现进一步学习的额外资源。
"Genesys Cloud Administrator Training" is a comprehensive online course designed to equip participants with the skills and knowledge necessary to effectively manage and optimize the Genesys Cloud platform for their contact center operations.Throughout this course, participants will gain a deep understanding of the Genesys Cloud architecture, learn to navigate the Admin Interface, and master the process of managing users, roles, and access control. The course also covers the creation and management of queues and groups, as well as the design and deployment of dynamic call flows using the Architect tool.Additionally, the course delves into the various Genesys Cloud integrations available, providing hands-on exercises to set up and manage these integrations. Participants will also learn about analytics and reporting features for monitoring queue and agent performance, and how to optimize call flows based on these insights.The course culminates with modules dedicated to system configuration, troubleshooting, support, and preparation for the Genesys Cloud Administrator Certification.Whether you're a new administrator looking to hit the ground running, or an experienced professional aiming to update your skills, this course offers a robust and practical learning experience to enhance your contact center operations.Module 1: Introduction to Genesys Cloud Objective: Understand the overview of Genesys Cloud, the role and responsibilities of an administrator, and the Genesys Cloud architecture.Module 2: Navigating the Genesys Cloud Admin Interface Objective: Familiarize with the Genesys Cloud Admin Interface, including the dashboard and admin settings.Module 3: User Management Objective: Learn how to manage user profiles and permissions, and how to set up roles and access control.Module 4: Queue Management Objective: Understand how to create and configure queues and assign agents to these queues.Module 5: Group Management Objective: Learn to create and manage groups and assign users to these groups.Module 6: Call Flow Design in Architect Objective: Get introduced to Architect, learn how to build and deploy call flows.Module 7: Genesys Cloud Integrations Objective: Understand the available integrations and how to configure and manage them.Module 8: Quality and Performance Monitoring Objective: Learn about analytics and reporting, and how to monitor queue and agent performance.Module 9: System Configuration Objective: Understand how to configure system settings and manage telephony and channel settings.Module 10: Troubleshooting and Support Objective: Learn about common issues, how to troubleshoot them, and how to leverage Genesys Cloud support and resources.Module 11: Genesys Cloud Administrator Certification Preparation Objective: Review key topics and skills, learn tips for passing the Genesys Cloud Administrator Certification, and take a practice test.Module 12: Course Summary and Additional Resources Objective: Recap the course, understand key takeaways and next steps, and discover additional resources for further learning.
