Overview

Genesys Framework, Routing, and Reporting Foundation gives students an introduction to the key concepts and major components associated with the core of a Genesys implementation. Students will be introduced to Genesys user interfaces such as: Genesys Administrator, Genesys Administrator Extension, Workspace Desktop Edition, Pulse, and CCPulse+. This course is the starting point for most other courses in the Genesys University curriculum.

Target Audience:

Genesys Framework, Routing, and Reporting Foundation is intended for anyone who needs to learn the basic functionality of Genesys. Business analysts, project managers, system administrators, system integrators, technical architects, telephony specialists, application developers, support specialists, routing strategy and report designers, and many more will attend this course to prepare for their further work with Genesys.

Software Version:

The course uses the following software versions:

• Genesys Management Framework 8.5
• Genesys Routing 8.1
• Genesys Solution Reporting 8.1

Course Prerequisites:

Courses Required:

• No prerequisites courses

Recommended Skills:

• Working knowledge of a Microsoft Windows Platform

Course Objectives:

After completing this course, a student will be able to:

• Describe the benefits of the Genesys Platform, explain the Framework layers, and how Genesys Framework works with the Contact Center.
• Use Genesys Administrator Extension (GAX) and Genesys Administrator to:
  • Create, manipulate, and configure contact center objects
  • Monitor the environment
• Describe Genesys Routing and explain a simple routing scenario.
• Describe Workspace Desktop Edition and use to handle a call.
• Explain parameter groups and use GAX to set values in parameter groups.
• Describe Solution Reporting and use to view real-time and historical reports.

Genesys Framework, Routing, and Reporting Foundation gives students an introduction to the key concepts and major components associated with the core of a Genesys implementation. Students will be introduced to Genesys user interfaces such as: Genesys Administrator, Genesys Administrator Extension, Workspace Desktop Edition, Pulse, and CCPulse+. This course is the starting point for most other courses in the Genesys University curriculum.