Course Objectives:After completing this course, a student will be able to: - Describe the features and functionality of Genesys Callback
- List the components of the Callback architecture
- Describe the concept of built-in and ORS-based services and how they work to provide Genesys Mobile Services (GMS) functionality at a high level
- Describe the concepts of basic callback routing, queuing, and interaction handling
- Create and manage Genesys callback functionality using the the Genesys Callback Management user interface
- Handle and schedule callbacks using Workspace Desktop Edition
- Run real-time and historical reports for Genesys Callback
Target Audience:Genesys Callback Foundation 8.5 is intended for anyone involved in the daily use and management of Genesys Callback. It is also required as a pre-requisite for students that require specific training about the installation and configuration of Genesys Callback, which are covered in the Genesys Callback Administration 8.5 class. | | Software Version:This course uses Genesys version 8.5.x. Course Prerequisites:Courses Required: - Framework, Routing, and Reporting Foundation 8.5 (FRR85-FND)
- Framework, Routing, and Reporting Operation 8.5 (FRR85-OPT)
Recommended: - Framework, Routing, and Reporting Administration 8.5 (FRR85-ADM) – suggested but not required
Skills Required: - Familiarity with Genesys Framework and basic Call Center telephony concepts
Skills Recommended: - Familiarity with the concepts of Genesys Outbound Contact Center
- Familiarity with the concepts covered in eServices Foundation 8.x
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