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New AND Improved Training for Journey Management

  • 1.  New AND Improved Training for Journey Management

    Posted 03-20-2025 11:34
    Edited by Lindsay Scarpaci 03-20-2025 11:37

    Beyond is excited to share two announcements on Journey Management training!

    New eLearning

    Genesys Cloud: Journey Management – Understanding Data Behind the Insights provides a deeper look at the event data and data processes that power Genesys Cloud Journey Management. Build your data literacy as you learn about how Journey Management counts customers and interactions to fully understand the scope of customer behavior across Genesys Cloud channels. This course will also discuss how you can influence data quality across your organization to get the most of our Journey Management. This course covers the following objectives: 

    • Describe the role of Genesys Cloud Journey Management in analyzing, monitoring, and orchestrating customer journeys to enhance experiences and improve business outcomes.
    • Explain how events and event attributes are captured in Genesys Cloud and how they are used to measure customer journeys.
    • Differentiate between event count and customer count and assess how identity resolution, contact merging, and external contacts work together to produce high-quality journey data.
    • Evaluate your role in data quality and influence key stakeholders to take action using External Contacts.

    Updated eLearning

    With the recent release of improvements to the event attribute lists view and the ability to filter events using numeric attributes, Beyond has updated Genesys Cloud: Journey Management – Journey Analyzer Filters and Connector Settings. In this course, you will learn how to use Journey Analyzer's filters and connector settings to customize and refine journey events and connectors to arrive at the right customer behavior insights. This course covers the following objectives:

    • Describe the importance of filters and connector settings in refining customer journey analysis.
    • Apply event attribute filters on events in a customer journey.
    • Use connector settings to set time constraints and secondary actor joins.

    Stay tuned for more training updates as Journey Management continues to release enhancements, including improvements to event list organization. For any questions, please contact beyond@genesys.com. 

    #JourneyManagement

    #JourneyAnalyzer

    #GenesysCloud
    #Training

    ------------------------------
    Lindsay Scarpaci
    Product Manager, Genesys Beyond
    Genesys - Employees
    lindsay.scarpaci@genesys.com
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