• Accessing Architect

• Architect Interface Overview

• Key Components of the Architect Interface

• Navigating Architect

Objective: Familiarize yourself with the Genesys Cloud Dashboard and Architect interface by navigating through various menus and settings.

Instructions:

1. Log in to your Genesys Cloud account.

2. Spend a few minutes exploring the Genesys Cloud Dashboard. Pay attention to the navigation menu on the left side, and click through various options such as Analytics, Quality, and Directory to get a feel for the available features and settings.

3. Now, navigate to Architect by clicking on the "Admin" option in the navigation menu, and then selecting "Architect" under the Architect heading.

4. Once you're in Architect, take some time to familiarize yourself with the main interface elements: the toolbar, the toolbox, the workspace, and the properties panel.

5. In the toolbar, explore the different menu options such as "Open," "Save," "Publish," and "Validate." These options will help you manage your call flows as you create and modify them.

6. In the toolbox, browse through the various call flow components available, such as "Menu," "Transfer to ACD," and "Play Audio." You'll use these components to build your call flows in the upcoming modules.

7. In the workspace, try adding a few components from the toolbox by dragging and dropping them onto the workspace.

8. With a component selected in the workspace, explore the properties panel on the right side of the interface. Here, you can modify the settings and properties of each component.

Takeaways: By the end of this hands-on exercise, you should feel more comfortable navigating the Genesys Cloud Dashboard and Architect interface. This familiarity will serve as a solid foundation for the upcoming modules, where you'll dive deeper into the process of building and managing call flows in Architect.

• What is a Call Flow?

• Call Flow Components

• Common Call Flow Components

• Connecting Components

Hands-On Exercise: Creating Wrap-Up Codes and ACD Skills in Genesys Cloud

Objective: By the end of this exercise, you should be able to create Wrap-Up codes and ACD skills within Genesys Cloud.

Exercise Steps:

1. Create Wrap-Up Codes:

a. Log in to the Genesys Cloud and navigate to the 'Admin' area.

b. Select ‘Wrap-Up Codes’ under 'Contact Center.'

c. Click on 'Create Wrap-up Code.'

d. Name your wrap-up code.

e. Save your wrap-up code.

1. Create ACD Skills:

a. Return to the 'Admin' area.

b. Select 'ACD Skills & Languages' under 'Contact Center.'

c. Click on 'Add Skill' and give your skill a name.

d. Save your skill.

Remember that the availability of certain features may depend on your organization's Genesys Cloud subscription. Always refer to the official Genesys Cloud documentation for the most accurate and up-to-date information.

This exercise offers a practical understanding of how to manage wrap-up codes and ACD skills in Genesys Cloud, both crucial aspects in ensuring effective interaction management and routing.

Objective: By the end of this exercise, you should be able to create a new user in Genesys Cloud.

Instructions:

1. Login to your Genesys Cloud account

   • Open your web browser and navigate to the Genesys Cloud login page at https://login.mypurecloud.com/.

   • Enter your Genesys Cloud username and password, then click 'Log in'.

2. Navigate to the Users Page

   • Once logged in, click on the 'Admin' tab on the navigation bar located on the left side of the screen.

   • In the dropdown menu, select 'People', then click on 'Users'.

3. Create a New User

   • On the Users page, click on the '+ User' button located in the upper right corner of the screen.

   • This will open the 'New User' form.

4. Fill Out the New User Form

   • Name: Enter the user's first and last name. These are mandatory fields.

   • Email: Enter the user's email address. This is a mandatory field.

   • Phone: Enter the user's phone number (optional).

   • Title: Enter the user's job title (optional).

   • Employee ID: Enter the user's employee ID, if applicable (optional).

   • Division: If you have multiple divisions in your organization, select the appropriate division for this user. If you only have one division, it will be selected by default.

   • Roles: Assign appropriate roles to the user. Click on the 'Add Roles' button, search for the roles, and select the desired ones. Then, click 'Add'.

5. Configure User's Group Membership

   • In the 'Groups' section, click on the 'Add Groups' button.

   • A new window will open where you can search for and select groups to add the user to.

   • After selecting the groups, click 'Add' to add the user to the groups.

6. Save the User

   • After all the necessary information has been filled out, click the 'Create User' button at the bottom of the form.

7. Test the User

   • To test the user, you can view the user's details, assigned roles, and group memberships in the 'Users' section.

   • Additionally, you can log in as the newly created user to confirm they have the proper permissions and access to the required features within Genesys Cloud.

Objective: By the end of this exercise, you should be able to create a queue in Genesys Cloud.

Instructions:

1. Login to your Genesys Cloud account

   • Open your web browser and navigate to the Genesys Cloud login page at https://login.mypurecloud.com/.

   • Enter your Genesys Cloud username and password, then click 'Log in'.

2. Navigate to the Queues Page

   • Once logged in, click on the 'Admin' tab on the navigation bar located on the left side of the screen.

   • In the dropdown menu, select 'Contact Center', then click on 'Queues'.

3. Create a New Queue

   • On the Queues page, click on the '+ Queue' button located in the upper right corner of the screen.

   • This will open a 'New Queue' form.

4. Fill Out the New Queue Form

   • Name: Give your queue a unique name. This is a mandatory field.

   • Division: If you have multiple divisions in your organization, select the appropriate division for this queue. If you only have one division, it will be selected by default.

   • Routing Method: Select the routing method you want to use for this queue. The options are 'Best available', 'Least utilized', and 'Most utilized'.

   • Wrap-up Timeout: This is the amount of time an agent has to complete after-call work before they are available to receive another call. You can leave this at the default value or adjust it based on your needs.

5. Configure Queue Users

   • In the 'Members' section, click on the 'Add Members' button.

   • A new window will open where you can search for and select users to add to the queue.

   • After selecting the users, click 'Add' to add them to the queue.

6. Configure Queue Wrap-Up Codes

   • If you have wrap-up codes that you want to associate with this queue, click on the 'Add Wrap-Up Codes' button in the 'Wrap-Up Codes' section.

   • Select the wrap-up codes you want to add and click 'Add'.

7. Save the Queue

   • After all the necessary information has been filled out, click the 'Save' button at the bottom of the form.

8. Test the Queue

   • To test the queue, you can make a test call to the queue or view it in the queue performance dashboard to ensure it is functioning as expected.

Challenge: If you have extra time, try creating different types of queues with different routing methods and wrap-up codes. How do these settings affect the behavior of the queue and the distribution of calls?

Remember: The goal of this exercise is to get you comfortable with creating queues in Genesys Cloud. Don't worry if you make mistakes; you can always edit or delete the queue and start again. Happy practicing!

Hands-On Exercise: Creating Schedule and Emergency Groups in Genesys Cloud

Objective: By the end of this exercise, you should be able to create a schedule group and an emergency group within Genesys Cloud.

Exercise Steps:

1. Create a Schedule Group:

a. Log in to the Genesys Cloud and navigate to the 'Admin' area.

b. Select ‘Scheduling’ under 'Contact Center'

c. Click on ‘Add Schedule Group.'

d. Name your group, select the appropriate Time Zone and Division.

e. Add the appropriate Open, Closed, and Holiday schedules.

f. Save your schedule group.

1. Create an Emergency Group:

a. Log in to the Genesys Cloud and navigate to the 'Admin' area.\

b. Select ‘Emergency Groups’ under 'Contact Center'

c. Click on ‘Add Emergency Group.'

d. Name your group and select the appropriate Division.

e. Create your emergency group.

Please note that the availability of certain features may depend on your organization's Genesys Cloud subscription. Always refer to the official Genesys Cloud documentation for the most accurate and up-to-date information.

This exercise provides a practical understanding of group management in Genesys Cloud, equipping you with the skills needed to ensure your contact center is prepared for both regular operations and emergencies.

Objective: By the end of this exercise, you should be able to create a group in Genesys Cloud.

Instructions:

1. Login to your Genesys Cloud account

   • Open your web browser and navigate to the Genesys Cloud login page at https://login.mypurecloud.com/.

   • Enter your Genesys Cloud username and password, then click 'Log in'.

2. Navigate to the Groups Page

   • Once logged in, click on the 'Admin' tab on the navigation bar located on the left side of the screen.

   • In the dropdown menu, select 'People', then click on 'Groups'.

3. Create a New Group

   • On the Groups page, click on the '+ Group' button located in the upper right corner of the screen.

   • This will open a 'New Group' form.

4. Fill Out the New Group Form

   • Name: Give your group a unique name. This is a mandatory field.

   • Division: If you have multiple divisions in your organization, select the appropriate division for this group. If you only have one division, it will be selected by default.

5. Configure Group Members

   • In the 'Members' section, click on the 'Add Members' button.

   • A new window will open where you can search for and select users to add to the group.

   • After selecting the users, click 'Add' to add them to the group.

6. Save the Group

   • After all the necessary information has been filled out, click the 'Create Group' button at the bottom of the form.

7. Test the Group

   • To test the group, you can view the group details and members in the 'Groups

Objective: By the end of this exercise, you should be able to create an In-Queue call flow in Genesys Cloud.

Instructions:

1. Login to your Genesys Cloud account

   • Open your web browser and navigate to the Genesys Cloud login page at https://login.mypurecloud.com/.

   • Enter your Genesys Cloud username and password, then click 'Log in'.

2. Navigate to Architect

   • Once logged in, click on the 'Admin' tab on the navigation bar located on the left side of the screen.

   • In the dropdown menu, select 'Architect'.

3. Create a New In-Queue Flow

   • In the Architect home page, click on the '+ Create' button located in the upper right corner of the screen.

   • From the dropdown menu, select 'In-Queue Call Flow'.

   • This will open a new tab with the Architect interface for designing call flows.

4. Design the In-Queue Flow

   • Name: Enter a name for your flow at the top of the interface. This is a mandatory field.

   • Starting Menu: Add a 'Menu' action from the toolbox on the left. Connect the 'Start' point to the 'Menu' action. Configure the Menu action with the desired prompts and options.

   • Queue: Next, add a 'Queue' action from the toolbox. Connect the desired option from the 'Menu' action to the 'Queue' action. Select the queue you previously created.

   • Transfer to Agent: Finally, add a 'Transfer to Agent' action and connect it to the 'On Success' point of the 'Queue' action. This will complete the basic In-Queue flow.

   • Note: You can add more actions and elements as needed based on your specific call routing requirements.

5. Save and Validate the Flow

   • After designing your flow, click on the 'Save' button at the top right of the interface.

   • Then, click on the 'Validate' button, also located at the top right of the interface. The Architect will check your flow for any errors or issues. If any are found, resolve them before proceeding.

6. Publish the Flow

   • Once you have saved and validated your flow without any errors, click on the 'Publish' button at the top right of the interface.

   • A window will pop up asking for a version note. Enter a note describing the changes you made, then click 'Publish'.

7. Test the Flow

   • To test the flow, you can make a test call to the queue and verify that the call is processed according to your designed flow.

Remember, this is a basic example of an In-Queue flow. Depending on your specific requirements, you may need to add more actions or elements to the flow. Always test your flow thoroughly before deploying it in a live environment.

• Starting a New Call Flow

• Building a Basic Call Flow: Step-by-Step

• Saving and Exporting the Call Flow

Objective: Get hands-on experience with setting up a basic call flow in Architect.

Instructions:

1. Log in to your Genesys Cloud account and navigate to Architect.

2. In the Architect toolbar, click "New" to create a new call flow.

3. Name your call flow "My First Call Flow" and click "OK" to create the call flow.

4. Your call flow will start with a "Start" component. From the toolbox, drag and drop a "Play Audio" component onto the workspace and connect it to the "Start" component.

5. Select the "Play Audio" component, and in the properties panel on the right, either input text to speech or select an audio file. Choose an audio file from the available options or upload a custom audio file that contains a welcome message (e.g., "Welcome to our company! Please wait while we connect you to an agent.").

6. Now, drag and drop a "Transfer to ACD" component onto the workspace and connect it to the "Play Audio" component.

7. Select the "Transfer to ACD" component and, in the properties panel, configure the settings for the transfer, such as selecting the appropriate queue and setting the priority.

8. Finally, drag and drop an "Disconnect" component onto the workspace and connect it to the "Transfer to ACD" component.

9. Save your call flow by clicking the "Save" button, then the “Publish” button in the toolbar.

Takeaways: By the end of this hands-on exercise, you should be familiar with the process of creating a simple call flow in Architect, connecting components, and configuring their properties. This basic call flow serves as a foundation for more complex call flows you will create in the upcoming modules.

Objective: Gain hands-on experience with various call flow components in Architect and understand their functions and purposes.

Instructions:

1. Log in to your Genesys Cloud account and navigate to Architect.

2. Open the call flow you created in the previous exercise, "My First Call Flow."

3. Start by adding a "Menu" component to your call flow. Drag and drop the "Menu" component onto the Reusable Menus and connect it between the "Play Audio" and "Transfer to ACD" components with the “Jump to Menu” component.

4. Select the "Menu" and configure the settings for the menu. Create two options: "For Sales, press 1" and "For Support, press 2."

5. Now, add a "Call Task" component to your call flow. Drag and drop the "Call Task" component onto the workspace and connect it to the "For Support" option from the "Menu" component.

6. Add another “Menu” component to your call flow. Drag and drop the “Menu” component on the Reusable Menus and connect to the Closed/Holiday/Emergency.

7. Next, add a "Call Task" component to your call flow. Drag and drop the "Call Task" component onto the workspace and connect it to the "For Sales" option from the "Menu" component.

8. Select the "Call Task" component and, in the properties panel, configure the settings for the component, such as the data source and how the data will be used in the call flow.

9. Save your call flow by clicking the "Save" button in the toolbar and “Publish.”

Takeaways: By the end of this hands-on exercise, you should be familiar with various call flow components, their functions, and purposes. This knowledge will help you create more complex and tailored call flows in the upcoming modules.

Objective: By the end of this exercise, you should understand how to create a data table

Exercise Steps:

1. Click Admin.

2. Under Architect, click Data Tables.

3. Click Add.

4. In the Name box, type a meaningful, unique name for the data table.

5. (Optional) In the Notes box, enter any helpful information about the table.

6. In the Reference Key Label box, add a descriptive name to describe the purpose or intent of the table’s primary key. [/bs_well]

7. Click Add Field and select one of the following:

   • Boolean

   • Integer

   • Decimal

   • String

8. To configure a Boolean, or check box, field, do the following:

a. In the Field Label box, type a meaningful name for the field.

b. To ensure the field appears checked by default, select True by default.

c. Repeat step 8 for each additional Boolean field to add.

1. To configure an integer field, do the following:

a. In the Field Label box, type a meaningful name for the field.

b. Enter a default value.

c. Repeat step 9 for each additional integer you want to add.

1. To configure a number, do the following:

a. In the Field Label box, type a meaningful name for the field.

b. Enter a default value.

c. Repeat step 10 for each additional number you want to add.

1. To configure a string, do the following:

a. In the Field Label box, type a meaningful name for the field.

b. Type a default text value.

c. Repeat step 11 for each additional text field you want to add.

1. Click Save.

This exercise will provide a hands-on experience on how to create a Data Table. Remember, practice makes perfect. So, make as many sample data tables as needed to become proficient.

Objective: By the end of this exercise, you should be able to create a basic agent script in Genesys Cloud and assign it to a queue.

Exercise Steps:

1. Log in and Navigate to Architect:

a. Log into your Genesys Cloud account.

b. Click on 'Scripts' within the 'Contact Center' from the admin menu.

1. Start Creating a Script:

a. Click the 'Create New' button.

b. Give your script a name.

c. Select the appropriate script template based on what you are looking for. In this exercise, choose ‘Blank Script.’

d. Then click 'Create Script'.

1. Building the Script:

a. In the script builder from the ‘Add Components’ tab on the right, drag and drop a horizontal stack container onto the canvas.

b. Drag and drop the ‘Text’ component into the horizontal stack container you just dropped.

c. In this hands on, we are going to add 4 horizontal stack containers, each with 2 text boxes in them.

d. Follow along on the hands on video to see what we entered into the text fields.

1. Save and Publish:

a. After building the script, click 'Save'.

b. Click 'Publish' to make the script available for use.

1. Assigning the Script to a Call Flow:

a. Go back to 'Admin' and select ‘Architect’ then choose the call flow you want to add the agent script to. *Note: You can also add the script to the queue.

This hands-on exercise will help you understand the basic process of creating an agent script in Genesys Cloud and assigning it to a queue or call flow. Remember, you can create more complex scripts with multiple menus, tasks, and conditions to fully guide your agents through customer interactions.

• Speech recognition and text-to-speech

• Conditional logic with decision actions

• Schedules and emergency routing

• Customizing hold music and announcements

Objective: Gain hands-on experience with advanced call flow features, such as conditional routing, data dips, and dynamic prompts.

Instructions:

1. Log in to your Genesys Cloud account and navigate to Architect.

2. Open the call flow you created in Module 4, "Basic Call Flow with Menu."

3. Start by adding a "Data Action" component to your call flow. Drag and drop the "Data Dip" component onto the workspace and connect it between the "Start" and "Play Audio" components.

4. Select the "Data Action" component and, in the properties panel, configure the settings for the component, such as the data source and the data you want to retrieve.

5. Add a “Decision” component based on return if agents are onqueue.

6. Add a "Transfer to ACD" component for the calls where agents are onqueue, selecting the appropriate queue and setting the priority. Connect this component to the "true" branch of the "Decision" component.

7. Connect the "false" branch of the "Decision" component.

8. Now, add a "Dynamic Prompt" to the existing "Play Audio" component. In the properties panel, click the "Select Audio" button, then choose the "Text to Speech" option.

9. Configure the dynamic prompt settings, such as the language, voice, and the text based on the data retrieved in the "Data Dip" component (e.g., "Welcome, {customer_name}! Please choose from the following options.").

10. Save your call flow by clicking the "Save" button in the toolbar.

Objective: By the end of this exercise, you should be able to create and understand participant data within Genesys Cloud.

Exercise Steps:

1. Creating Participant Data:

   1. Log in to the Genesys Cloud and navigate to the 'Architect' area.

   2. Choose an existing call flow or create a new one. For the purpose of this exercise, let's use the existing one we have created.

   3. In the call flow diagram, under the “Toolbox” and within the “Data” item, select “Set Participant Data.”

      Add attribute to set.

   4. In the “Attribute Name 1” field, enter Flow.sDNIS. In the “Value to Assign 1” field, enter a random number for the value. Use the video to follow along and set the data throughout the call flow.

   5. Save your call flow.

2. Testing:

   1. Assign your new call flow to a number.

   2. Call the assigned number and observe how the participant data is used within the call flow. For example, you might route the call differently based on the DNIS or Queue you set.

3. Remember that the availability of certain features may depend on your organization's Genesys Cloud subscription. Always refer to the official Genesys Cloud documentation for the most accurate and up-to-date information.

4. This exercise provides a practical understanding of how to manage participant data in Genesys Cloud, an essential aspect of customizing and personalizing interactions based on customer data.

Objective: By the end of this exercise, you should be able to add multiple languages to a call flow in Genesys Cloud Architect and configure it to provide options for callers to select their preferred language.

Exercise Steps:

1. Log in and Navigate to Architect:

a. Log into your Genesys Cloud account.

b. Select 'Architect' from the Admin menu.

1. Create a New or Open an Existing Call Flow:

a. Click 'Create' to start a new flow or click on an existing flow to edit it.

b. Click ‘Edit.’

1. Add Languages to Call Flow:

a. In the call flow, under the ‘Starting Task,’ select ‘Support Languages.’

b. Select the ‘Add Languages’ dropdown.

c. Add each language you want to add to the call flow.

d. Once the languages have been added, select the TTS engine. It is set to default automatically, with is the Genesys TTS. This course does not cover adding a custom TTS engine.

e. Select what you want the TTS voice to be. Most of them only have 1, which is set to by default.

f. Within the call flow, ensure you have a recording or TTS on the prompts for the additional languages you added.

1. Add Language Options:

a. From the flow's 'Reusable Menus', click on ‘Add reusable menu here,’ select ‘Toolbox,’ and add menu.

b. Rename the menu ‘Language Menu.’

c. For each language option, drag and drop ‘Task’ within the ‘Menu’ option from ‘Toolbox.’ Rename the task to match which language choice it is.

d. For each 'Menu Choice', configure the DTMF input that corresponds to the language option (for example, '1' for English, '2' for Spanish, etc.)

e. Record or upload the appropriate audio prompt for each 'Menu Choice' which instructs the caller to press the number corresponding to their language. (See Hands-On video for more information.)

f. With the ‘Language Menu’ highlighted, select what the ‘Default Menu Choice’ should be i.e. English or Spanish, etc.

g. In each Language task, drag and drop ‘Set Language’ from the ‘Flow Toolbox.’ Set the language you have specified for that task.

h. While in each language task, drag and drop ‘Jump to Menu’ after ‘Set Language.’ Set the menu to the menu it needs to go to after the language is selected by the caller.

i. To finish, go to the ‘Starting Task’ and where the initial transfer to the Main Menu happens, highlight the task and change it to transfer to the ‘Language Menu.’

1. Save and Validate the Flow:

a. Click 'Save' at the top-right of the screen.

b. Validate the flow by clicking on 'Validate' button to ensure that there are no errors.

1. Publish the Flow:

a. Click 'Publish' at the top-right of the screen to make the multi-language call flow active.

Remember to test the call flow to ensure that it works as expected and that the language selection operates correctly.

• Assigning phone numbers to call flows

• Managing users, roles, and permissions

• Routing calls to agents and groups

Objective: Gain hands-on experience integrating a call flow with Genesys Cloud queues and user extensions.

Instructions:

1. Log in to your Genesys Cloud account and navigate to Architect.

2. Open the call flow you created in Module 5, "Basic Call Flow with Menu and Advanced Features."

3. Start by adding a new option to the existing "Menu" component. In the properties panel, add a new option: "For Billing, press 4."

4. To integrate this option with a queue in Genesys Cloud, drag and drop a "Transfer to ACD" component onto the workspace and connect it to the "For Billing" option from the "Menu" component.

5. Select the "Transfer to ACD" component and, in the properties panel, configure the settings for the transfer, such as selecting the appropriate billing queue and setting the priority.

6. Now, add another option to the existing "Menu" component: "To speak with John Doe, press 5."

7. To integrate this option with a user extension in Genesys Cloud, drag and drop a "Transfer to User" component onto the workspace and connect it to the "To speak with John Doe" option from the "Menu" component.

8. Select the "Transfer to User" component and, in the properties panel, search for the user "John Doe" and select their extension.

9. Add an "End" component for each new branch of the call flow: connect one to the "Transfer to ACD" component and another to the "Transfer to User" component.

10. Save your call flow by clicking the "Save" button in the toolbar.

Takeaways: By the end of this hands-on exercise, you should be familiar with integrating call flows with Genesys Cloud queues and user extensions. This integration allows you to create call flows that efficiently route callers to the appropriate destinations, enhancing the customer experience and improving contact center performance.

Objective: By the end of this exercise, you should be able to set queues to variables and make decisions based on that variable in Genesys Cloud's Architect.

Instructions:

1. Log into your Genesys Cloud account

   • Open your web browser and go to the Genesys Cloud login page at https://login.mypurecloud.com/.

   • Enter your Genesys Cloud username and password, then click 'Log in'.

2. Navigate to Architect

   • Once logged in, click on the 'Admin' tab on the navigation bar located on the left side of the screen.

   • In the dropdown menu, select 'Architect'.

3. Create a New Inbound Call Flow

   • In the Architect home page, click on the '+ Create' button located in the upper right corner of the screen.

   • From the dropdown menu, select 'Inbound Call Flow'.

   • This will open a new tab with the Architect interface for designing call flows.

4. Create a Variable for Queue

   • Click the 'Variables' tab on the toolbar at the top of the Architect interface.

   • Click '+ Add' and select 'Queue' from the dropdown menu.

   • Name the variable 'SelectedQueue'. This variable will hold the queue that will be used for routing the call.

5. Set Queue to Variable

   • Drag and drop a 'Set Value' action from the toolbox on the left into the workspace. Connect the 'Start' point to the 'Set Value' action.

   • Configure the 'Set Value' action to set the 'SelectedQueue' variable to your desired queue.

6. Use Variable in Decision

   • Drag and drop a 'Decision' action from the toolbox into the workspace. Connect the 'Set Value' action to the 'Decision' action.

   • In the 'Decision' action, add a condition that checks if 'SelectedQueue' is equal to your desired queue.

   • Connect 'true' and 'false' paths from the 'Decision' action to the appropriate actions. For example, you might route the call to the queue if 'SelectedQueue' is equal to your desired queue, and route the call to a different queue or play a message if it's not.

7. Save, Validate, and Publish

   • Click 'Save' at the top right of the Architect interface to save your call flow.

   • Click 'Validate' to check for any errors. If any issues are found, correct them and validate again.

   • Once your flow has been validated without any errors, click 'Publish'. Enter a note describing the changes you made, then click 'Publish' again.

8. Test the Flow

   • To test the flow, you can make a test call and verify that the call is processed according to your designed flow.

Remember, this is a basic example of using variables and decisions in a call flow. Depending on your specific requirements, you may need to add more actions or elements to the flow. Always test your flow thoroughly before deploying it in a live environment.

Objective: By the end of this exercise, you should be able to create a data action that checks if a user is logged in and ready to take a call in Genesys Cloud's Architect.

Instructions:

1. Log into your Genesys Cloud account

   • Open your web browser and navigate to https://login.mypurecloud.com/.

   • Enter your Genesys Cloud username and password, then click 'Log in'.

2. Navigate to Architect

   • After logging in, click on the 'Admin' tab on the navigation bar located on the left side of the screen.

   • In the dropdown menu, select 'Architect'.

3. Create or Open an Inbound Call Flow

   • If you're creating a new flow, click on the '+ Create' button located in the upper right corner of the screen, then select 'Inbound Call Flow'.

   • If you're modifying an existing flow, find it in the list of flows and click on its name to open it.

4. Create a User Variable

   • Click on the 'Variables' tab on the toolbar at the top of the Architect interface.

   • Click '+ Add' and select 'User' from the dropdown menu.

   • Name the variable 'SelectedUser'. This variable will hold the user that will be checked for their availability.

5. Set User to Variable

   • Drag and drop a 'Set Value' action from the toolbox on the left into the workspace. Connect the 'Start' point to the 'Set Value' action.

   • Configure the 'Set Value' action to set the 'SelectedUser' variable to your desired user.

6. Create a Data Action to Check User Status

   • Navigate to 'Admin' > 'Integrations' > 'Actions'.

   • Click '+ Add Action' and give it a name, such as 'Check User Status'.

   • Select the 'Check User Status' API under the 'Genesys Cloud APIs' category.

   • In the 'Input Contract' section, create a 'userID' input field of type 'String'.

   • In the 'Output Contract' section, create a 'loggedIn' output field of type 'Boolean' and a 'ready' output field of type 'Boolean'.

   • In the 'Action Configuration' section, set the 'userID' field to the 'SelectedUser' variable and map the API response fields to the 'loggedIn' and 'ready' output fields.

   • Save and activate the action.

7. Use Data Action in Call Flow

   • Go back to your call flow in Architect.

   • Drag and drop a 'Call Data Action' action from the toolbox into the workspace. Connect the 'Set Value' action to the 'Call Data Action' action.

   • Configure the 'Call Data Action' action to call the 'Check User Status' data action.

   • Drag and drop a 'Decision' action into the workspace. Connect the 'Call Data Action' action to the 'Decision' action.

   • In the 'Decision' action, add conditions that check if the 'loggedIn' and 'ready' fields are true. Connect the 'true' and 'false' paths to appropriate actions.

8. Save, Validate, and Publish

   • Click 'Save' at the top right of the Architect interface to save your call flow.

   • Click 'Validate' to check for any errors. If any issues are found, correct them and validate again.

   • Once your flow has been validated without any errors, click 'Publish'.

1. Test Your Call Flow

   • Click the 'Test' button located in the top right corner of the Architect interface.

   • In the 'Test Call' window, enter a phone number for the test call and click 'Start'.

   • Observe the path of the test call through your call flow. Ensure that the 'Check User Status' data action is called and the 'Decision' action correctly routes the call based on whether the selected user is logged in and ready.

2. Debug Your Call Flow

• If your test call doesn't follow the expected path, use the Architect's built-in debugging tools to identify any issues.

• Check the values of the 'loggedIn' and 'ready' fields in the 'Data' panel during the test call.

• If necessary, modify your call flow and test again until it functions correctly.

1. Deploy Your Call Flow

• Once your call flow is functioning correctly in tests, it's time to deploy it.

• Click 'Publish' in the top right corner of the Architect interface. Enter a note about the changes you made, then click 'Publish'.

• Your call flow is now live and ready to handle real calls.

Recap: In this exercise, you've learned how to create a data action that checks if a user is logged in and ready to take a call. You used this data action in a call flow, routing calls based on the user's status. You also tested, debugged, and deployed your call flow.

Next Steps: Continue practicing these skills with different scenarios, such as checking the status of multiple users or incorporating other conditions into your decision-making process.

Creating a Genesys Cloud OAuth Client

Objective: Learn how to create an OAuth client in Genesys Cloud for authorization and access control to Genesys Cloud API endpoints.

Tools Required: Genesys Cloud Administrator account

Instructions:

1. Open Genesys Cloud Admin Interface

   • Sign in to your Genesys Cloud account and navigate to the Admin interface.

2. Access OAuth Management

   • From the Admin interface, click on 'OAuth' under the 'Integrations' section.

3. Add a New OAuth Client

   • Click on the 'OAuth Clients' tab, then click on the '+Add Client' button.

4. Enter Client Information

   • Provide a 'Name' for the OAuth client.

   • Select a 'Client Type' based on your needs (typically 'Confidential' or 'Public').

   • For 'Role', choose a role that has the appropriate permissions for the tasks you wish to perform with this OAuth client.

5. Configure Redirect URI

   • In the 'Redirect URI' field, enter the URL where the user will be redirected after a successful authorization.

6. Generate Client Secret

   • If you've chosen 'Confidential' as the client type, click 'Generate Secret'. This secret will be used in the application that uses this OAuth client for authentication.

7. Save the OAuth Client

   • Click 'Save' to create the OAuth client.

8. Copy Client ID and Secret

   • After saving, copy the 'Client ID' and 'Client Secret' (for confidential clients). These will be used in your application to authenticate with Genesys Cloud.

Recap: In this exercise, you learned how to create an OAuth client in Genesys Cloud. This allows your applications to authenticate and interact with Genesys Cloud API endpoints.

Next Steps: Explore using the 'Client ID' and 'Client Secret' in an application to connect to Genesys Cloud. Test the OAuth client by making a request to a Genesys Cloud API endpoint from your application.

Creating a Genesys Cloud Integration

Objective: Learn how to create an integration in Genesys Cloud to connect Genesys Cloud with external systems or applications.

Tools Required: Genesys Cloud Administrator account, access to the system or application you want to integrate with Genesys Cloud.

Instructions:

1. Open Genesys Cloud Admin Interface

   • Sign in to your Genesys Cloud account and navigate to the Admin interface.

2. Access Integration Management

   • From the Admin interface, click on 'Integrations' under the 'Integration' section.

3. Add a New Integration

   • Click on the 'Integrations' tab, then click on the '+Integration' button.

4. Choose Integration Type

   • Search for the system or application you want to integrate with Genesys Cloud, and select it from the list.

5. Configure the Integration

   • Enter the required information to configure the integration. This could include API keys, URLs, or other information required by the system or application you're integrating with.

6. Test the Integration

   • Click on the 'Test' button to verify the integration is working correctly. Genesys Cloud will attempt to connect to the external system or application and provide a status update.

7. Save the Integration

   • Once the test is successful, click on the 'Save' button to complete the setup of the integration.

Recap: In this exercise, you learned how to create an integration in Genesys Cloud. This allows Genesys Cloud to connect and interact with external systems or applications, providing a more unified and efficient user experience.

Next Steps: Explore different integration types and their specific configurations. Learn how to use these integrations in your call flows, queues, and other components of your Genesys Cloud environment.

Objective: By the end of this exercise, you should be able to create variables using data tables within Genesys Cloud's Architect.

Exercise Steps:

1. Adding Additional Fields to a Data Table:

   1. Log in to Genesys Cloud and navigate to 'Architect.'

   2. From the 'Data Tables' tab, located the Data Table we have created in another hands on.

   3. Click the 3 vertical dots on the right hand side of the data tables view of your data table and “Edit Table.”

   4. Scroll down and select “Add Field.” We are adding 3 rows. One row will be Boolean (labeled Customer Owes?) and the other 2 will be String (labeled Customer Owes and Date of Payment).

   5. Click 'Save.'

2. Creating a Variables and Collections from a Data Table:

   1. Go to the 'Flows' tab in Architect and select the call flow we have used in previous hands on exercises.

   2. Under the menu we have created, select any option. Follow along in the creation of the collection on the hands on video as there is quite a bit of detail that is really outlined there.

   3. Save your flow.

3. Testing:

   1. Assign your new flow to a number.

4. Call the assigned number and observe how the variable you created is used within the flow. For example, you might play a message that plays the amounts customers have paid with date playback.

5. This hands-on exercise provides a practical understanding of how to manage data in Genesys Cloud, a fundamental aspect of personalizing and streamlining customer interactions. Always refer to the official Genesys Cloud documentation for the most accurate and up-to-date information.

• Importance of Testing and Debugging

• Using the Architect Test Environment

• Debugging Techniques and Tools

• Deploying Call Flows

Objective: Gain hands-on experience testing, debugging, and deploying a call flow in Genesys Cloud Architect.

Instructions:

1. Log in to your Genesys Cloud account and navigate to Architect.

2. Go to “Call Routing” from the Admin menu.

3. Click “Add Call Route” and add name, division, what call flow this route should go to, and add an inbound number. Click Save.

4. Open the call flow you created in previous modules, "My First Call Flow."

5. Before testing, make sure all components are connected and configured correctly in the call flow.

6. To test your call flow, copy the number you added to the call route. Call from an outside line i.e. cell phone, etc.

7. Proceed to test all paths of the call flow such as the different options and different hours of business scenarios.

8. Follow the prompts in the call flow simulation, making selections and interacting with the call flow as a caller would.

9. Pay attention to any issues or errors that arise during the simulation. If necessary, pause the test to correct any problems in your call flow.

10. If the call flow works as expected, end the test and proceed to deployment.

11. To deploy your call flow, click the "Publish" button in the toolbar.

12. Monitor the deployment status in the Architect toolbar. Once the call flow is successfully deployed, it will be live and ready to handle calls.

Takeaways: By the end of this hands-on exercise, you should be familiar with testing, debugging, and deploying a call flow in Genesys Cloud Architect. These crucial steps ensure that your call flow functions correctly, providing a seamless and efficient experience for callers and contact center agents alike.

• Monitoring call flow performance with analytics and reports

• Updating and version control in Architect

• Best practices for efficient and scalable call flows

• Optimizing caller experience and reducing call handle time

Objective: Gain hands-on experience monitoring call flow performance and making optimizations based on data analysis.

Instructions:

1. Log in to your Genesys Cloud account and navigate to the Analytics Dashboard.

2. Locate or create a dashboard that includes call flow-related metrics, such as average handle time, abandonment rate, and routing accuracy.

3. Analyze the data for the call flow you created and deployed in previous modules. Look for trends or potential areas of improvement.

4. Based on your analysis, identify a specific issue or inefficiency within your call flow. For example, you may notice that calls to the billing queue have a high abandonment rate.

5. Navigate back to Architect and open your call flow.

6. Implement an optimization to address the issue you identified in step 4. For example, you might add an estimated wait time announcement for the billing queue to manage caller expectations and potentially reduce the abandonment rate.

7. Save your changes and re-test the call flow using the Test Call Flow feature, as you did in Module 7.

8. If the call flow works as expected, re-deploy it using the Deploy feature.

9. Monitor the call flow's performance in the Analytics Dashboard to see if your optimization has made a positive impact on the identified issue.

10. Continue to monitor and optimize your call flow over time, as needed, to maintain optimal performance and efficiency.

Takeaways: By the end of this hands-on exercise, you should be familiar with monitoring call flow performance and making optimizations based on data analysis. Regularly analyzing and optimizing call flows is essential for maintaining a high level of efficiency and effectiveness in your contact center, ultimately leading to better customer experiences and improved agent productivity.

• Key concepts and takeaways

• Further learning resources and certifications

• Continuing your Genesys Cloud journey

Objective: Summarize the knowledge gained from the course and explore additional resources to further expand your understanding of Genesys Cloud and Architect.