Configure and Maintain CCAIP as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. While this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled, “Managing Functions and Reporting with CCAIP.”
Overview
Syllabus
- Getting Started with CCAIP
- Getting Started with CCAIP
- How to Navigate CCAIP
- Resources: Introduction to CCAIP
- Support Center Details
- Support Center Details Overview
- Resources: Support Center Details
- Activity: Set Hours of Operation
- Agents and Teams
- Configuring Users, Teams, and Agent Statuses
- Agent Settings
- Activity: Create a Custom Status
- Activity: Add an Agent
- Activity: Add Location for Localization
- Resources: Agent Settings in CCAIP
- Calls
- The Caller's Journey
- Call Routing at CCAIP: A User Guide
- Call Routing with CCAIP
- The CCAIP Call Journey (Part 1)
- Resources: Call Settings
- The CCAIP Call Journey (Part 2)
- Resources: Call Configuration
- Activity: Modify IVR Specific Messages
- Call Quiz
- Global Chat Settings and Chat: SMS
- Chat Routing and Global Chat Settings
- Chat: SMS (Part 1)
- Chat: SMS (Part 2)
- Resources: SMS | Global Chat Settings and SMS Configuration
- Chat: Web Channel (Chat and Call)
- Web Channel: Overview and Configuration
- Activity : Create a Proactive Web Trigger
- Resources: Web Settings and Configuration
- Chat: Mobile Channel (Chat and Call)
- Mobile Channel: Overview and Configuration
- Activity: Modify a Mobile Channel Message
- Resources: Mobile Settings and Configuration
- Mobile Channel Quiz
- Campaigns
- Campaign Overview
- Campaign Configuration
- Resources: Campaign Settings and Configuration
- Campaigns Quiz
- AI
- Agent Assist
- Virtual Agent
- Other AI Features
- Resources: AI: Resources and Documentation
- AI Quiz
- Integrations
- Integrations (Part 1)
- Integrations (Part 2)
- Use Cases and Examples
- Edit Roles and Permissions
- Add Agents to Teams
- Reassign Teams to Queues
- Configure Hours of Operation
- Your Next Steps
- Course Badge
