Genesys Cloud Agent Training

سرفصل های دوره

Unlocking Genesys Potential: A Comprehensive Guide to Genesys Cloud Agent

1. Introduction to Genesys Cloud

1. Introduction to Genesys Cloud

2.1 Log in for the First Time.html

2.2 Log in for the First Time.pdf

2. Hands-On Exercise Log in for the First Time.html

3.1 Log Out.html

3.2 Log Out.pdf

3. Hands-On Exercise Log Out.html

4. Module 1 Quiz.html

2. Genesys Cloud User Interface

1. Genesys Cloud User Interface

2.1 Add Favorites.html

2.2 Add Favorites.pdf

2. Hands-On Exercise Add Favorites.html

3.1 Select a Phone.html

3.2 Select a Phone.pdf

3. Hands-On Exercise Select a Phone.html

4.1 Change Presence and Status.html

4.2 Change Presence and Status.pdf

4. Hands-On Exercise Change Presence and Status.html

5.1 Set Your Status to Out of Office.html

5.2 Set Your Status to Out of Office.pdf

5. Hands-On Exercise Set Your Status to Out of Office.html

6.1 Change Web App Preferences.html

6.2 Change Web App Preferences.pdf

6. Hands-On Exercise Change Web App Preferences.html

7.1 Forward Your Calls.html

7.2 Forward Your Calls.pdf

7. Hands-On Exercise Forward Your Calls.html

8.1 Choose Queues to Work.html

8.2 Choose Queues to Work.pdf

8. Hands-On Exercise Choose Queues to Work.html

9.1 Place a Call on Behalf of a Queue.html

9.2 Place a Call on Behalf of a Queue.pdf

9. Hands-On Exercise Place a Call on Behalf of a Queue.html

10.1 Schedule Callbacks During a Voice Interaction.html

10.2 Schedule Callbacks During a Voice Interaction.pdf

10. Hands-On Exercise Schedule Callbacks During a Voice Interaction.html

11.1 Set up Group Workspaces.html

11.2 Set up Group Workspaces.pdf

11. Hands-On Exercise Set up Group Workspaces.html

12.1 Add Files to a Workspace.html

12.2 Add Files to a workspace.pdf

12. Hands-On Exercise Add Files to a Workspace.html

13. Module 2 Quiz.html

3. Communication Management

1. Communication Management

2.1 Accept a Call.html

2.2 Accept a Call.pdf

2. Hands-On Exercise Accept a Call.html

3.1 Accept an Email Interaction.html

3.2 Accept an Email Interaction.pdf

3. Hands-On Exercise Accept an Email Interaction.html

4.1 Accept and Respond to a Message Interaction.html

4.2 Accept and Respond to a Message Interaction.pdf

4. Hands-On Exercise Accept and Respond to a Message Interaction.html

5.1 Accept and Respond to an SMS Message Interaction.html

5.2 Accept and Respond to an SMS Message Interaction.pdf

5. Hands-On Exercise Accept and Respond to an SMS Message Interaction.html

6.1 Accept and Respond to a Social Media Interaction.html

6.2 Accept and Respond to a Social Media Interaction.pdf

6. Hands-On Exercise Accept and Respond to a Social Media Interaction.html

7. Module 3 Quiz.html

4. Interaction Workspace

1. Interaction Workspace

2.1 Manage Multiple Interactions.html

2.2 Manage Multiple Interactions.pdf

2. Hands-On Exercise Manage Multiple Interactions.html

3. Module 4 Quiz.html

5. Quality Management

1. Quality Management

2.1 My Performance View.html

2.2 My Performance View.pdf

2. Hands-On Exercise My Performance View.html

3.1 Review Released Evaluations.html

3.2 Review Released Evaluations.pdf

3. Hands-On Exercise Review Released Evaluations.html

4.1 Work with and Complete a Development and Feedback Module.html

4.2 Work with and complete a development and feedback module.pdf

4. Hands-On Exercise Work with and Complete a Development and Feedback Module.html

5. Module 5 Quiz.html

6. Workforce Management

1. Workforce Management

2.1 View Your Schedule.html

2.2 View Your Schedule.pdf

2. Hands-On Exercise View Your Schedule.html

3.1 Time Off Requests.html

3.2 Time Off Requests.pdf

3. Hands-On Exercise Time Off Requests.html

4.1 Drop a Shift for Someone Else to Pick Up.html

4.2 Drop a Shift for Someone Else to Pick Up.pdf

4. Hands-On Exercise Drop a Shift for Someone Else to Pick Up.html

5.1 Pick Up an Extra Shift.html

5.2 Pick up an Extra Shift.pdf

5. Hands-On Exercise Pick Up an Extra Shift.html

6.1 Request to Trade a Shift With Anyone.html

6.2 Request to Trade a Shift with Anyone.pdf

6. Hands-On Exercise Request to Trade a Shift With Anyone.html

7.1 Request to Trade a Shift With a Specific Person.html

7.2 Request to Trade a Shift with a Specific Person.pdf

7. Hands-On Exercise Request to Trade a Shift With a Specific Person.html

8.1 Accept a Shift Trade Request.html

8.2 Accept a Shift Trade Request.pdf

8. Hands-On Exercise Accept a Shift Trade Request.html

9. Module 6 Quiz.html

7. Performance & Analytics

1. Performance & Analytics

2.1 My Queues Activity View.html

2.2 My Queues Activity View.pdf

2. Hands-On Exercise My Queues Activity View.html

3.1 My Schedule View.html

3.2 My Schedule View.pdf

3. Hands-On Exercise My Schedule View.html

4.1 My Status View.html

4.2 My Status View.pdf

4. Hands-On Exercise My Status View.html

5.1 My Evaluations View.html

5.2 My Evaluations View.pdf

5. Hands-On Exercise My Evaluations View.html

6. Module 7 Quiz.html

8. Course Summary

1. Course Summary

2. Final Quiz.html

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تولید کننده: Udemy