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Orchestrator Education courses are designed to help you build and expand your Journey Management expertise, from getting started to confidently analyzing and acting on customer journey insights. Courses guide you through key concepts, best practices, and practical use cases to help you maximize value from Journey Management capabilities.
To enroll in Journey Management courses, you must have an active Education subscription. Review the available subscription options below to get started.
The following table outlines the Journey Management courses currently available through Orchestrator Education. All courses below are available with the paid Genesys Cloud Technical Learning Subscription unless noted as complimentary. Explore courses aligned to your current level of understanding, role, and learning goals.
The courses below are listed in order of recommended learning, though you are free to explore based on your learning needs.
Visualize customer journeys within flows and pinpoint areas for improvement.
| Course | Overview | Time | Modality |
|---|---|---|---|
Learn how to use journey flows in Architect to visualize and analyze customer’s self-service journeys. Understand more about flow milestones and flow outcomes to map the customer journey. For users analyzing self-service journeys in Architect. | 15 minutes | eLearning | |
Learn how to configure and use flow outcomes and milestones to visualize interactions. Additionally, learn about dashboards used to track flow outcomes and flow milestones and API analytics. For users new to journey visualization seeking to use Architect to view flow-level interaction data. | 15 minutes | eLearning |
Generate and analyze customer journey insights across flows and channels.
| Course | Overview | Time | Modality |
|---|---|---|---|
| Webinar: Journey Management for the contact center | Learn more about the capabilities of Journey Management with key use cases and demos. Gain an understanding about Journey Management canvas, AppFoundry templates, building and customizing journey analysis, using views and charts to augment analysis, and journey flows in Architect. Suited for beginners seeking a guided, scenario-driven understanding of Journey Management. | 30 minutes | Webinar recording |
| Journey Analyzer | Understand how to access, navigate, and build initial analyses in the Journey Analyzer canvas. Learn how to use Journey Analyzer to measure and monitor customer behavior. Ideal for users ready to build their first analysis on journey canvas. | 25 minutes | eLearning |
| Understanding data behind the insights | Learn more about the event attributes, how Journey Management is different from single customer view, and the data processing powering Journey Management. The course also discusses how to influence data quality across your organization to get the most out of Journey Management. For users seeking clarity on the data powering Journey Management and how customers and interactions are counted. | 20 minutes | eLearning |
| Journey Analyzer filters and connector settings | Learn to refine analyses using attribute filters, date ranges, and connector settings. For users needing guidance on understanding data segmentation, filtering, or journey-level tuning on the journey canvas. | 25 minutes | eLearning |
| Getting started with AppFoundy templates | Use AppFoundry sample journeys to get immediate value with pre-built analyses. Helps you understand how to import and customize templates available on AppFoundry. For users who need a jumpstart to Journey Management capabilities and templates. | 20 minutes | eLearning |
| Journey Analyzer – Building charts | Learn to build time-series and attribute-based charts, and use the chart editor to gain deeper journey insights. For users who want to drill into trends and understand behavior patterns. | 25 minutes | eLearning |
Understand about how to manage, customize, and expand your repository of customer data using External Contacts. Know more about Event Data Platform (EDP), identity resolution, custom fields, imports, API workflows, and data management. For users who want to understand or improve the data powering Journey Management. | 70 minutes | Webinar recording |
Leverage journey insights to continually identify, communicate, and monitor improvements to customer journeys.
| Course | Overview | Time | Modality |
|---|---|---|---|
Journey Management for contact center optimization (Complimentary) | Understand how to visualize customer behavior to measure, monitor, and manage end-to-end customer journeys. For new users seeking a high-level overview of Journey Management in Genesys Cloud. | 20 minutes | eLearning |
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