I think just a general go-over of how In-queue flows are related to queues and agent availability. I get many questions on, "Why is this message playing and agents are available and in queue". Possibly best practices for In-Queues. I.E. don't start your In-Queue off with all agents are busy, if you don't want them to hear that first. I think the lack on knowledge around how these are to work is what causes a lot of my rebuilding for clients.
How to set up Call flows for the "new" Emergency and Holiday routing. Most groups, I assume, have someone that builds out their more complex call flows, these are generally more simple and require less time.
How to use the voicemail to Queue instead of routing to a separate user to be checked all of the time. Of course, in the beginning of PureCloud, we did not have the VM to queue, some people are still on this and would benefit to change to the newer feature.
How to build a simple "disconnect" for a caller you would like to block. Trouble caller. Explaining that in general, you can only do this at the queue level routing, not necessarily on DID calls, unless you route all DIDs through a flow then route to the assigned agent. Again, not a hard task to build out, but knowledge around it would be good.
If I think of more I will shoot them over.
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Angelia Harper
Avtex
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Original Message:
Sent: 10-16-2018 09:16
From: George Ganahl
Subject: I need your help, please! Architect class objectives input.
@Angelia Harper
@Patrick Rada
@RAMsey Miller
@Sajid Abbas
@Ana Laia
@Rogier Bosch
@Stefano Pucci
Anyone else have ideas?
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George Ganahl
Principal Program Manager
Genesys
Original Message:
Sent: 10-16-2018 09:09
From: George Ganahl
Subject: I need your help, please! Architect class objectives input.
Thank you, @Christina Ross and @Darryn Chang!
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George Ganahl
Principal Program Manager
Genesys
Original Message:
Sent: 10-15-2018 18:31
From: Christina Ross
Subject: I need your help, please! Architect class objectives input.
Great Question! As someone who recently had to learn Architect, here are somethings that would have helped me. these are probably all Into-Level.
Create an Inbound Call Flow using Dial by extension features and how and set up a main call flow.
Create an Inbound Call Flow that transfers directly to a Queue.
A basic explanation of the difference and/or how to correctly use a "Task" vs a "Menu" in Architect.
I'll add more as I think of them.
Hope this helps.
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Christina Ross
National Media Calls
Original Message:
Sent: 10-12-2018 09:18
From: George Ganahl
Subject: I need your help, please! Architect class objectives input.
#Architect
I need to provide insight to our training development group regarding objectives for a PureCloud Architect instructor-led class.
So, my ask is for everyone who works in Architect to give me your top five features/aspects/actions that you think need to be included in a class (which will include hands-on labs).
If you have more than five, that's fine.
It would be even better if you could split them between an intro-level class and a more advanced-level class.
Some examples might be:
Create, manage, and implement User Prompts
Configure and use the Salesforce Data Actions integration
Create an Inbound Call Flow that goes directly to an ACD queue with Language and ACD skills
Set the language for a flow
Create and implement a custom In-Queue Call Flow
Thank you!
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George Ganahl
Principal Program Manager
Genesys
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