(Oceana/AACC/Elite) Multimedia
This course provides a general introduction to IX workspace including multimedia and covers the tasks that contact centre agents can perform.
| Duration | 90 minutes |
| 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
Video Interactions
- Accepting a video call
- Declining a video call
- Placing a video call on hold
- Taking a video call off hold
- Transferring a video call
- Consulting another agent or supervisor
- Ending a video call
- Using DTMF digits
- Making a call while on an existing video call
Chat interactions
- Accepting a chat interaction
- Declining a chat interaction
- Sending a chat message
- Using the suggested content widget
- Transferring a chat interaction to a skillset
- Closing the chat interaction
Email interactions
- Accepting an incoming email interaction
- Declining an incoming email interaction
- Replying to an email interaction
- Creating an email message
- Uploading images to the email image pool
- Adding inline images
- Creating an HTML email signature
- Creating a plain email signature
- Adding images to signatures
- Closing the email interaction
- Transferring an email interaction within the contact centre