About this course 

Extending the "Manage your Team" course one step further, this course enables attendees to define agent policies and team leaders' access permissions, obtain and interpret reports, understand and apply configuration policies on more elaborated contact center scenarios (blended, IVR, skills-based routing, outbound power dialing).

key focus

• Understand how Altitude uCI helps the contact center operations.
• Understand and associate user profiles to respective tasks at the contact center.
• Use uAgent Windows to handle interactions.
• Open, suspend, and close campaigns. • Manage and monitor campaigns:
  • Inbound with Switch based ACD, Pre-routing, Full routing with Altitude uRouter and IVR.
  • Power dialing: placing, classifying, and rescheduling outbound calls.
• Use filters to query contact information.
• Interpret inbound and outbound performance indicators.
• Use reports to monitor agents and campaigns.

Requirements

• Windows Desktop environment and applications at a user level.

Course contents

Course reference:
AS-C711

Course duration: 
2 days

For a full in-depth course outline please request our through Diese E-Mail-Adresse ist gegen Spambots geschützt! JavaScript muss aktiviert werden, damit sie angezeigt werden kann.

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