We are migrating from PureConnect to Genesys Cloud next quarter, and we need a scalable agent training plan.
The UI transition from the thick-client Interaction Desktop to the web-based GC agent UI is drastic. How are other organizations handling the operational risk of agents struggling with the new interface during go-live?
From a project management perspective, my advice is to schedule exactly 4 hours of dedicated, hands-on training per agent, no more, no less.
The GC UI is incredibly intuitive compared to Interaction Desktop. Do not waste time training agents on backend concepts like Architect flows or queue metrics. Keep the scope strictly limited to the Agent Desktop: answering, transferring, wrap-up codes, and accessing the schedule. Over-training increases anxiety and delays the timeline.
Train them specifically on handling multiple interaction types simultaneously.
The biggest shock for legacy PureConnect users is how Genesys Cloud handles omnichannel blending. In GC, an agent can easily have a Web Messaging chat, a WhatsApp message, and an email open in the exact same interface panel. Focus your training on the interaction sidebar and how to toggle focus between media types without losing the context of the conversation.
We actually built a training sandbox using the GC Platform API to simulate inbound volume.
// Using Java SDK to simulate inbound calls for training
ConversationsApi api = new ConversationsApi();
CreateCallRequest call = new CreateCallRequest();
call.setPhoneNumber("+13175551212");
api.postConversationsCalls(call);
We wrote a middleware script that pumps dummy calls and emails into a dedicated ‘Training Queue’ so the agents can practice using the UI with real notification pops before the actual cutover.