Step 5: Readiness

Customer network best practice 

Checklist and guides to help ensure your company’s network is ready for voice and video interactions. 

For more information, see Customer network readiness.

User Acceptance Testing

Plan for User Acceptance Testing (UAT) –  Outline UAT to validate implementation based on business requirements. UAT helps determine readiness, risk, & outline plan of action for any existing roadblocks. 

Conduct User Acceptance Testing (UAT) – Perform these UATs before going live with a Genesys Cloud organization.

Watch UAT Boost Your Knowledge webinar for best practices and download sample test script

Load test request

Genesys is dedicated to assisting with your automated testing needs through our Automated Testing Support program. This program, enhanced by our direct testing experience, customer tests, and regular reviews, provides valuable guidance on testing best practices.

For more information, see Can customers perform automated testing, such as load or stress testing of Genesys Cloud?

Security and compliance settings

Genesys Cloud organization settings for PCI DSS compliance, HIPAA compliance, and considerations for recordings. 

Find Compliance settings details here.

Product Support overview  

Genesys Cloud Product Support is focused on your experience through a global, live answer 24X7 Genesys Cloud Product Support model. 

Genesys Cloud Product Support article focuses on defining Severity levels, target Restoration and Resolution times, Root Cause Analysis, and the Genesys Cloud Product Support Response Policy.

Review Genesys Cloud Troubleshooting for related to common support questions.

How to work with Genesys Cloud Product Support:

This short 15 minute video reviews how to work within our product support portal. Content is applicable for new users and those seeking a refresher. Watch video for how to work withProduct Support.

Why does Product Support request console and network logs? Client-side data works together with platform-side logs to provide Product Support a full picture of any problems.            

Review Gather Console logs for details. 

• Genesys Cloud administrator

Register designated approvers and support contacts

Contact your onboarding specialist to help establish your desiganted contacts and approvers with your portduct support team. If you are unaware of who your onboarding specialist is, send an email to Onboarding@genesys.com with your list of designated support contacts, including Genesys Cloud org ID, contact name, email address, and permission level (read, read/write).

Information here defining What is a Genesys Cloud Product Support Designated Contact.

Authorized org pairing 

With authorized organizations, you can establish a secure relationship with another Genesys Cloud organization. This relationship allows permitted users and groups from one organization to log in to another organization.

Review information regardingAbout authorized organizations.

Further details on how to Pair your organization with Genesys Cloud Product Support. To access your Genesys Cloud organization, the Genesys Cloud Product Support team may ask to pair their Product Support organization to your organization. You can control their access to your organization by assigning roles, and you can revoke their access at any time. Setting up authorized org pairing may be necessary when working with Product Support to investigate a case. 

How to read Genesys Cloud invoice 

Information on Genesys Cloud’s billing practices.

How to read your Genesys Cloud invoice explained in this article or video, Boost Your Knowledge: Get to know your Invoice. 

How to Download usage reports from Genesys Cloud to reconcile with invoice billing cycle.