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