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IX Workspace (Oceana/AACC/Elite)

This course provides a general introduction to IX workspace and covers the tasks that contact centre agents can perform.

Duration 60 minutes per session
Group Size Up to 10 people per session
Prerequisite No prior knowledge required
Course type Contact Centre Agent
Training Room Requirements Meeting Room
Test Phone per Attendee
Agent Logins and Passwords
Test Voicemail Boxes
Test PC per Attendee with Internet Explorer
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 before a cutover

Course Content

Upon successful completion, delegates will understand / be able to:

Operation

  • Logging into/out of Avaya IX Workspaces
  • Using the Welcome widget
  • Using the Settings widget
  • Using the Customer details widget
  • Keyboard shortcuts
  • Changing status
  • Using the After Contact Work time
  • Entering an activity code
  • Entering a disposition code
  • Downloading and uploading to the Avaya Workspace Logs
  • Accessing Online help
  • Calling your supervisor

Voice Interactions

  • Accepting a call
  • Declining a call
  • Placing a call on hold
  • Taking a call off hold
  • Transferring a call
  • Consulting another agent or supervisor
  • Ending a call
  • Making a call
  • Using DTMF digitis
  • Making a call while on a existing voice call
  • Accepting an inbound voice call while on an existing skillset voice call

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