Genesys Callback Operation 8.5 is designed to introduce Genesys Callback, as well as give students the skills needed Difficulty to ensure proper daily operations of Genesys Callback after a successful deployment. Students are presented with key concepts, reallife examples, and handson activities as a meaningful way to learn the solution. 1 2 3 4
Availability: SelfStudy Delivery:
Duration: 30 Days Access
Target Audience: Primary Audience:This course is intended for anyone in an operations role involved in the daily use and management of Genesys Callback. Also, as a prerequisite for anyone that requires specific training about the installation, configuration, and technical aspects of Genesys Callback (Covered in the Administration class).Secondary Audience:Technical internal audiences (PS, CC, SE, etc.) that require this knowledge.
Software Version: This course uses Genesys version 8.5.x.
Course Prerequisites: Courses Required:
Framework, Routing, and Reporting Foundation 8.5 (FRR85FND) and Framework, Routing, and Reporting Operation (FRR85OPT). Framework, Routing and Reporting Administration 8.5 (FRR85ADM) is required only if you plan on taking Genesys Callback Administration 8.5.
Skills Required:
Familiarity with Genesys Framework and basic Call Center telephony concepts.
Course Objectives: After completing this course, a student will be able to:
Describe the features and functionality of Genesys Callback.
Identify and explain the components needed for Genesys Callback. Use the Genesys Callback Management User Interface to create and manage Genesys callback functionality. Use Workspace Desktop Edition to handle and schedule callbacks. Explain Genesys Callback realtime and historical reporting.
