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User Management Training

This will enable supervisors and administrators to configure day to day management of the administration portal through Sharepoint.
This course can be completely customised for each client as appropriate.

Duration 90 minutes per session
Group Size Up to 5 people per session
Prerequisite Agent or Supervisor End User Training
Course type Administration
Training Room Prerequisites Meeting Room
TV/Projector
PC/Laptop with access to Sharepoint admin site
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions

Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams

Note This course should take place after a Go Live

Sessions can be longer or shorter subject to requirements

Course Content

Upon successful completion, delegates will be able to configure:

User roles

  • Agents
  • Supervisors
  • Trainer/trainee pair
  • Voicemail agents
  • Skills per agent

User input

  • Reason codes
  • Call classification

Dialogue intelligence

  • Call summary
  • Missed calls today
  • Reports
  • Notifications

UCC Config

  • End points
  • Plugin attributes
  • Plug in settings
  • Plug in flow settings

UCC General

  • Settings
  • Business hours
  • Holidays
  • Role based security
  • Version management
  • Timer jobs

Actions

  • Skill
  • Chat Skill
  • Availability skill
  • Countdown skill
  • Countdown availability skill
  • Escape Max queue size skill
  • Forward skill
  • Chat forward skill

Dialogue Management

  • IVR
  • IVR Graphics
  • IDR questions
  • Quality monitoring
  • Prompts config
  • Chat questions
  • Outbound dialler calls
  • Inbound routing
  • UCC routing

Content management

  • Audio files
  • Playlist
  • Recordings
  • Voicemails
  • Screen recording inbound
  • Screen recording outbound

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