HBFITES Data Center, Collaboration, Security, Storage, Wireless, Telepresence Training +91-9886770046 info@hbfites.com

Genesys

Genesys Call Centre Training Courses

HBFITES delivers  the following Genesys Training courses where you will  gain a practical and working understanding of how to configure, manage and administer your Genesys Workforce Management (WFM) and reporting system. Download a fact sheet and course syllabus on each of the following courses.

    Genesys CME Administration Training for Beginners
    Genesys CC Pulse Best Practice Workshop
    Genesys Workforce Management (WFM)
    Genesys Training Manager Basics for Beginners
    Genesys Skills Assessor
    Genesys Workforce Management (WFM) Web Agent Training

Genesys CME Administration Training For Beginners

A one-day course on Genesys Configuration Manager designed to introduce new users to the basics of Genesys system administration. The course provides a practical and working understanding of how to manage and administer commonly used Genesys Objects, Wizard Managers and Security Access Management. The course uses exercises and proof of learning as part of the learning process.

Genesys CC Pulse Best Practice Workshop

A one-day course for Team Leaders, Supervisors, Real-time Officers and Contact Centre Managers. The main focus of this course is to gain a good understanding of how to get the best out of Genesys CC Pulse reporting. The focus is on Genesys Workspaces, Views, Thresholds and Alarms, and the course will show you ‘how to’ perform the basic tasks so that you can configure the specific views and reports that you most need

Genesys Workforce Management (WFM) Information Training

A four-day customised Genesys WFM training course for version 7.6 users aimed at audiences working within Resource Management Teams or Planning Teams. Delegates will actively learn by getting involved in discussion and by gaining information on what is relevant to their business. Genesys Config Utility, Web Supervisor and Web Agent are all covered in this course, with Proof Of Learning exercise books used throughout


Genesys Training Manager Basics for New Users

A one-day course on Genesys Training Manager providing a complete understanding of how to create a sophisticated and efficient way of synchronising your resources, agents and instructors while simultaneously optimising schedule effectiveness.


Genesys Skills Assessor Introduction Training

A one-day course on Genesys Skills Assessor providing a complete understanding of how to design and analyse assessments within a call centre, which is key to developing a successful working environment that empowers your agents and improves the customer experience


Genesys Workforce Management (WFM) Web Agent Training

A 90-minute facilitator-led course to help agents navigate and familiarise themselves with the Genesys agent web interface. As WFM Web is used by agents, the learning modules include Viewing Schedules, the Trading Tab, using Preferences, and Time-Off Management (Annual Leave). Proof of Learning activities are used to enable agents to practice using the Web interface as well as managing their own time in accordance to business rules.

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