Hi Raja,
1. Foundations / Basics (Start here)
Goal: Understand the platform before touching configuration.
Genesys Cloud CX Overview
Contact Center Fundamentals (ACD concepts, queues, agents)
Basic navigation of the Genesys Cloud UI
2. User & Agent Experience
Goal: Learn how the system is actually used daily.
Agent interface (interaction handling: voice, chat, email)
Presence, routing status
Supervisor basics (monitoring, coaching)
Why second?
Understanding operations helps you make better design/config decisions later.
3. Administration Essentials
Goal: Learn how to configure the platform.
Users, roles, and permissions
Queues, divisions, and routing
Skills-based routing basics
Tip:
This is where things start clicking - you'll connect config to real behavior.
4. Architect (Call & Digital Flows)
Goal: Learn how interactions actually flow.
Inbound call flows
IVR design
Tasks & data actions
Digital flows (chat, messaging)
Why now?
Flows are the core engine of Genesys Cloud - but they only make sense after you understand routing and queues.
5. Routing & Advanced Configuration
Goal: Go deeper into logic and optimization.
Advanced routing (bullseye, predictive routing)
Callback, voicemail
Email & messaging routing
This is where you move from "admin" → "designer".
6. Reporting & Analytics
Goal: Measure and improve.
Real-time dashboards
Historical reports
Performance views
Important:
Do this after operations + routing so the metrics make sense.
7. Workforce Management (Optional but valuable)
Goal: Optimize staffing.
Forecasting
Scheduling
Adherence
8. Integrations & APIs (Advanced / Dev-focused)
Goal: Extend Genesys beyond out-of-the-box.
REST APIs
Data Actions
CRM integrations (Salesforce, etc.)
Webhooks / event notifications
.
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Victor Soares
Gerente técnico
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