[{"id":"76556","title":"Primeros pasos con CCAIP","description":"

En este módulo, aprenderás a configurar tu cuenta y acceder a CCAIP como agente. Además, se abordan los parámetros de configuración del navegador que funcionan mejor con los adaptadores de llamadas y chat.

","steps":[{"id":"528645","prompt":null,"isOptional":true,"activities":[{"id":"521492","href":"/course_templates/944/documents/521492?locale=es","isLocked":false,"duration":1800000,"title":"Comienza a usar CCAI Platform","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528646","prompt":null,"isOptional":true,"activities":[{"id":"521493","href":"/course_templates/944/documents/521493?locale=es","isLocked":false,"duration":1800000,"title":"Actividad: Accede a CCAIP","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"76557","title":"Adaptador de llamadas","description":"

En este módulo, se explica cómo navegar por el adaptador de llamadas de CCAIP. Se revisarán las características y funcionalidades básicas para garantizar que puedas ayudar a los consumidores con eficiencia y eficacia. En los ejercicios, se enseña a cambiar el estado y el idioma en el adaptador, además de cómo realizar una llamada saliente aprovechando las funciones durante la llamada.

","steps":[{"id":"528647","prompt":null,"isOptional":true,"activities":[{"id":"521494","href":"/course_templates/944/video/521494?locale=es","isLocked":false,"duration":201000,"title":"Navega por el adaptador de llamadas","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528648","prompt":null,"isOptional":true,"activities":[{"id":"521495","href":"/course_templates/944/documents/521495?locale=es","isLocked":false,"duration":1800000,"title":"Actividad: Modifica la configuración del adaptador de llamadas","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528649","prompt":null,"isOptional":true,"activities":[{"id":"521496","href":"/course_templates/944/video/521496?locale=es","isLocked":false,"duration":482000,"title":"Administrar llamadas","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528650","prompt":null,"isOptional":true,"activities":[{"id":"521497","href":"/course_templates/944/documents/521497?locale=es","isLocked":false,"duration":1800000,"title":"Recursos: Administra llamadas en el adaptador","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528651","prompt":null,"isOptional":true,"activities":[{"id":"521498","href":"/course_templates/944/video/521498?locale=es","isLocked":false,"duration":257000,"title":"Funciones adicionales del adaptador","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528652","prompt":null,"isOptional":true,"activities":[{"id":"521499","href":"/course_templates/944/documents/521499?locale=es","isLocked":false,"duration":1800000,"title":"Recursos: Estadísticas del buzón de voz y los agentes","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528653","prompt":null,"isOptional":true,"activities":[{"id":"521500","href":"/course_templates/944/documents/521500?locale=es","isLocked":false,"duration":1800000,"title":"Actividad: Realiza una llamada saliente","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528654","prompt":null,"isOptional":false,"activities":[{"id":"521501","href":"/course_templates/944/quizzes/521501?locale=es","isLocked":false,"duration":1200000,"title":"Cuestionario sobre el módulo Adaptador de llamadas","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"76558","title":"Adaptador de chat","description":"

En este módulo, se explica cómo navegar por el adaptador de chat de CCAIP. Se revisarán las características y funcionalidades básicas para garantizar que puedas ayudar a los consumidores con eficiencia y eficacia.

","steps":[{"id":"528655","prompt":null,"isOptional":true,"activities":[{"id":"521502","href":"/course_templates/944/video/521502?locale=es","isLocked":false,"duration":245000,"title":"Adaptador de chat","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528656","prompt":null,"isOptional":true,"activities":[{"id":"521503","href":"/course_templates/944/documents/521503?locale=es","isLocked":false,"duration":1800000,"title":"Recursos: Administra chats en el adaptador","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528657","prompt":null,"isOptional":false,"activities":[{"id":"521504","href":"/course_templates/944/quizzes/521504?locale=es","isLocked":false,"duration":1800000,"title":"Cuestionario sobre el módulo Adaptador de chat","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"76559","title":"Casos de uso y ejemplos","description":"

En este módulo, explorarás diversas situaciones reales y tendrás la oportunidad de practicar tus habilidades.

","steps":[{"id":"528658","prompt":null,"isOptional":true,"activities":[{"id":"521505","href":"/course_templates/944/documents/521505?locale=es","isLocked":false,"duration":1800000,"title":"Casos de uso y ejemplos","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528659","prompt":null,"isOptional":true,"activities":[{"id":"521506","href":"/course_templates/944/video/521506?locale=es","isLocked":false,"duration":120000,"title":"Controlar llamadas con las funciones para silenciar y ocultar","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528660","prompt":null,"isOptional":true,"activities":[{"id":"521507","href":"/course_templates/944/video/521507?locale=es","isLocked":false,"duration":87000,"title":"Transferencia y finalización de llamadas","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528661","prompt":null,"isOptional":true,"activities":[{"id":"521508","href":"/course_templates/944/video/521508?locale=es","isLocked":false,"duration":104000,"title":"Llamada saliente y línea externa","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528662","prompt":null,"isOptional":true,"activities":[{"id":"521509","href":"/course_templates/944/video/521509?locale=es","isLocked":false,"duration":89000,"title":"SMS combinado y acciones inteligentes","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528663","prompt":null,"isOptional":true,"activities":[{"id":"521510","href":"/course_templates/944/video/521510?locale=es","isLocked":false,"duration":80000,"title":"Administración de chats","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528664","prompt":null,"isOptional":true,"activities":[{"id":"521511","href":"/course_templates/944/documents/521511?locale=es","isLocked":false,"duration":1800000,"title":"Recursos: Funciones En llamada y En chat","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528665","prompt":null,"isOptional":true,"activities":[{"id":"521512","href":"/course_templates/944/documents/521512?locale=es","isLocked":false,"duration":1800000,"title":"Actividad: Administra llamadas en el adaptador","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"76560","title":"Soluciona problemas","description":"

En este módulo, se proporciona un instructivo guiado sobre los problemas más habituales y cómo solucionarlos. Además, aprenderás a comunicarte con el equipo de asistencia.

","steps":[{"id":"528666","prompt":null,"isOptional":true,"activities":[{"id":"521513","href":"/course_templates/944/documents/521513?locale=es","isLocked":false,"duration":1800000,"title":"Soluciona problemas","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528667","prompt":null,"isOptional":false,"activities":[{"id":"521514","href":"/course_templates/944/quizzes/521514?locale=es","isLocked":false,"duration":900000,"title":"Cuestionario sobre el módulo Solución de problemas","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"next-steps","title":"Tus próximos pasos","description":null,"steps":[{"id":"badge-step","prompt":null,"isOptional":true,"activities":[{"id":"badge","href":null,"isLocked":true,"duration":null,"title":"Insignia del curso","description":null,"type":"badge","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":true}]

Handle Consumer Interactions with CCAIP - Español