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Genesys Cloud onboarding checklist

Complete the activities and tasks listed before going live with your Genesys Cloud org. Questions? Contact your Customer Success Manager (CSM) or Partner Success Manager (PSM).

Get Ready for a Cloud Contact Center

CompleteWhenWhoWhat
Day 1Business SponsorSchedule your Kickoff Call with your Customer Success Manager.
Day 1Business SponsorReview and agree upon document
Day 1Business SponsorIdentify your onboarding as Genesys-led, Partner-led or Customer-led.
Week 1Business Sponsor

Identify and assign your . Tell your CSM or PSM.

  • Business Sponsor
  • Project Manager
  • Contact Center Admin (Designated Support Contact)
  • IT and Network Admin (Designated Support Contact)
  • Contact Center Supervisor
  • Developer (if integrating via )
Week 1Business SponsorLet your CSM know your
Week 1Business SponsorReview ramp period and invoicing process with your CSM/PSM.

Create your Org and Users

CompleteWhenWhoWhat
Week 1

Contact Center Admin

Ensure your Genesys Cloud organization (org) is activated.

  • See Collaborate section in

 Take Training

CompleteWhenWhoWhat
Week 2Contact Center Admin
  • . Take .
  • (5 minutes)
  • (15 minutes)
Week 2IT and Network Admin
  • . Take .
Week 2Contact Center Supervisor
  • . Take .
  • (5 minutes)
  • – Basics (15 minutes)
Week 3All Agents
  • (15 minutes)

Subscribe and Register

CompleteWhenWhoWhat
Week 3Contact Center Admin
  • Subscribe to
  • to
  • on
  • Register and create profile on
  • a access account 
  • for the
  • Bookmark the
Week 3IT and Network Admin
  • Subscribe to
  • to
  • on
  • Register and create profile on
  • a access account
  • Bookmark the
Week 3Contact Center Supervisor
  • Subscribe to
  • for the
  • Bookmark the
Week 3Developer
  • Subscribe to
  • to
  • Sign up for the

Getting Ready to Go Live

CompleteWhenWhoWhat
Before ContractIT and Network AdminDownload and complete .
Week 3IT and Network Admin

Complete VoIP Readiness Network Assessment.

Week 4IT and Network Admin

Complete your Technology & Environment “Map” (what will be connected to Genesys Cloud). Provide map to CSM.

  • BYOC
  • Telephony
  • 3rd Party Integrations (CRM…)
  • Placement of Edges
  • Computer / Browser version / Work Stations
  • Antimalware review ()
Week 4Project Manager

Document Go-Live plan

  • When is Go-Live?
  • Who from your company will be monitoring?
  • If Genesys-led onboarding, who from Genesys will be monitoring? If Partner-led onboarding, who from the Partner will be monitoring?
  • How will feedback from your end-customers and agents be brought to the person monitoring
  • What’s your plan to process that feedback?

Working with Genesys

CompleteWhenWhoWhat
Week 4Business Sponsor

Complete the Initial “Customer Success Plan” with your CSM.

Week 4Business Sponsor

Review ramp period and invoicing process with your CSM.

Week 5Business Sponsor
  • Watch the
  • Discuss How to Read Your Bill call with your CSM.
Week 5Project Manager

Test local emergency services. Validate that the correct address and phone number appear to your local emergency service systems. See

Week 5Project Manager

Complete “Getting Ready to Go Live” with your CSM and Technical Account Manager (TAM), Professional Services (PS), and Customer Care as appropriate.