eServices 8.5 Foundation provides an introduction to eServices as well as the common set of knowledge and skills required for those going on to other Digital courses. eServices 8.5 Foundation covers eServices architecture, important concepts and terminology. Course content is relevant to numerous eServices channels including but not limited to e-mail, chat, social media, and sms.

Course Objectives:

Describe the eServices Solution

• Describe the eServices architecture, including channel-specific variations
• Describe eServices-related basic concepts with Composer Routing
• Describe interaction flow of an eServices interaction
• Explain interaction properties
• Describe and use Genesys Resource Capacity Planning
• Describe eServices Reporting

Target Audience:

eServices 8.5 Foundation is intended for anyone with a technical role encompassing job functions involving e Services system architecture, operation, maintenance, deployment, and/or routing logic development.

Software Version:

This course uses Genesys eServices version 8.5.

Course Prerequisites:

Completion of the following:

• Genesys Framework, Routing, and Reporting Operation 8.5 (FRR85-OPT)

Skills Required:

• Familiarity with Genesys Framework
• Understanding of Inbound Voice architecture (including Universal Routing)

Genesys eServices 8.5 Foundation provides an introduction to e Services as well as the common set of knowledge and skills required for those going on to other Digital courses. eServices 8.5 Foundation covers eServices architecture, important concepts and terminology. Course content is relevant to numerous eServices channels including but not limited to e-mail, chat, social media, and sms.