Manage Functions and Reporting with CCAI Platform provides end-users with essential training about the core features, functionality, monitoring, reporting, and configuration information that is most relevant to the role. This course is most appropriate for those at the managerial level of the contact center who are tasked with monitoring the effectiveness, efficiency, and KPI attainment for all consumer interactions. While this program will review some aspects of settings and configuration options, the major focus is on reporting functionality in CCAI Platform.
Overview
Syllabus
- Getting Started with CCAIP
- Getting Started with CCAIP
- Navigating the Platform
- Introduction to Data and Reporting in CCAIP
- Resources: Getting Started with CCAIP
- Getting Started with CCAIP Quiz
- Managing Agents
- Users and Teams
- Resources: Users and Teams
- Adapters
- Resources: Handling Calls and Chats
- Activity: Add a User and Create a Team
- Agent Monitoring and Reporting
- Resources: Monitoring and Reporting
- Managing Agents Quiz
- Calls
- User Guide: Call Routing with CCAIP
- Resources: CCAIP Call Routing
- Call Monitoring
- Call Reports
- Resources: Call Data
- Activity: Download a Historical Report for Calls
- Calls Quiz
- Chats
- Chat with CCAIP
- Chat Monitoring
- Chat Reports
- Resources: Chat Data and Reporting
- Activity: Build a Historical Report for Chat
- Chats Quiz
- Queues
- Queue Monitoring
- Queue Reports
- Resources: Queue Data
- Activity: Build and Download a Historical Report for Queues
- Queues Quiz
- Campaigns
- Campaign Management
- Activity: Build a Historical Report for Campaigns
- Resources: Monitoring and Reporting for Campaigns
- Virtual Agent
- Virtual Agent Monitoring and Reporting
- Resources: Virtual Agent
- Virtual Agent Quiz
- Use Cases and Examples
- Reassign Resources Based on Volume
- Audit Calls and Change Agent Statuses
- Monitor Calls and Chats
- Resources: Workflow Resources
- Troubleshooting
- Troubleshooting Basics
- Troubleshooting Quiz
- Your Next Steps
- Course Badge
