This course teaches contact center agents about the core agent features and functionality in Contact Center AI Platform (CCAIP). CCAIP is a unified contact center platform that accelerates an organization's ability to leverage and deploy CCAI without relying on multiple technology providers. This course is most appropriate for those who handle consumer interactions via chat and call.
Overview
Syllabus
- Getting Started with CCAIP
- Getting Started with CCAI Platform
- Activity: Logging into CCAIP
- Call Adapter
- Navigating the Call Adapter
- Activity: Modify Call Adapter Settings
- Handling Calls
- Resources: Handling Calls in the Adapter
- Additional Adapter Features
- Resources: Voicemail and Agent Stats
- Activity: Place an Outbound Call
- Call Adapter Quiz
- Chat Adapter
- Chat Adapter
- Resources: Handling Chats in the Adapter
- Chat Adapter Quiz
- Use Cases and Examples
- Use Cases and Examples
- Handling Calls with Mute and Redact
- Transfer and Call Wrap Up
- Outbound Call and Outside Line
- Blended SMS and SmartActions
- Handling Chats
- Resources: In-Call and In-Chat Features
- Activity: Handling Calls in the Adapter
- Troubleshooting
- Troubleshooting
- Troubleshooting Quiz
- Your Next Steps
- Course Badge
