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  • 1.  Learning new Skills

    Posted 22 hours ago

    Hello!

    I'm facing some new challenges in my current position, and I'm improving my knowledge beyond the basics with features like WFM and WEM.

    It's totally new for me, so I'm definitely going beyond my comfort zone, and sometimes things can get a little confusing.

    I'm the type of person who prefers to learn new things by myself, and over time I've developed my own study method.

    For example, before starting the hands-on part, I usually explore the menus and settings. I look at the available resources to understand how everything connects, and after that I start building my own configuration and try to make everything work.

    WFM has been a real challenge for me because the initial setup can be pretty confusing. But after asking for some help and spending some time testing things, it's finally starting to make sense!

    How do you handle new challenges when you have to learn a completely new skill? Not only in Genesys, but in general too.


    #Certification
    #GenesysCloud
    #Training
    #Other/NotSure

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    Arthur Pereira Reinoldes
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  • 2.  RE: Learning new Skills

    Posted 19 hours ago

    Hi Arthur,

    First of all, it sounds like you're already doing one of the most important things: being curious and willing to explore outside your comfort zone.

    I actually think your learning method is very effective. Before touching the configuration, taking time to understand the menus, settings, and how everything connects helps build a mental map of the solution. That makes troubleshooting much easier later.

    When I have to learn a completely new skill, whether it's a Genesys feature like WFM/WEM or something unrelated, I usually follow these steps:

    1. Understand the big picture first – What problem does this tool solve? How does it fit into the overall process?
    2. Break it into smaller pieces – Instead of learning everything at once, I focus on one component or workflow at a time.
    3. Build a lab environment – Nothing reinforces learning better than hands-on experience. I try things, break things, and figure out why they broke.
    4. Use real-world scenarios – Rather than just reading documentation, I create a use case and try to make it work end-to-end.
    5. Ask questions when stuck – Independent learning is great, but sometimes a 10-minute conversation can save hours of confusion.
    6. Teach someone else – If I can explain a feature to another person, that's usually when I know I've truly understood it.

    WFM can definitely feel overwhelming at first because many of its components depend on each other, and it isn't always obvious where to start. The good news is that once the foundational concepts click, the rest becomes much easier to understand.

    One thing I've learned over the years is that being uncomfortable is often a sign that you're growing. Every technology, platform, or skill feels confusing at the beginning. The people who become experts aren't the ones who never get confused; they're the ones who keep exploring until things start making sense.

    It sounds like you're already on the right path, especially since you've gone from "this is confusing" to "it's finally starting to make sense." That's usually the turning point in the learning journey.

    Thanks,



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    Francis Guo
    NA
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  • 3.  RE: Learning new Skills
    Best Answer

    Posted 10 hours ago

    Hello Arthur!

    When I need to learn a completely new skill, I usually start by understanding the basics and how everything connects. I don't try to learn everything at once because that can be overwhelming.

    After that, I divide the topic into smaller parts, take notes, and practice each one. For me, hands-on experience is the most important part. I learn much more when I create a small project, test different scenarios, make mistakes, and try to understand why something did not work.

    I also use documentation, videos, courses, and community discussions. Seeing how other people solved real problems helps me understand the practical side of the subject.

    My process is usually: understand, practice, make mistakes, review, and practice again. It takes time, but each challenge becomes easier when we stay consistent and curious.



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    Leticia Roque Oliveira
    Senior Full Stack Developer
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