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Dans ce module, vous découvrirez les fonctions de navigation de base de la plate-forme, comment vous y connecter et les autorisations dont vous disposez en tant que responsable. Vous apprendrez également la méthodologie de création de rapports de CCAIP.

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Ce module explique comment gérer et surveiller les agents. Vous apprendrez à ajuster et créer des statuts pour les agents et à utiliser les adaptateurs. Vous découvrirez également comment exploiter les pages de surveillance en direct et créer des rapports historiques.

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Dans ce module, vous découvrirez la méthodologie de routage des appels et les options de configuration de CCAIP. Vous apprendrez également à utiliser le tableau de bord des métriques d'appel. Les actions que vous pouvez effectuer à partir des pages sur les appels en cours, en attente et terminés sont incluses dans ce module. Vous apprendrez aussi à créer des rapports historiques sur les données d'appel.

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Dans ce module, vous découvrirez la méthodologie de routage des chats et les options de configuration de CCAIP. Vous apprendrez également à utiliser le tableau de bord des métriques de chat. Les actions que vous pouvez effectuer à partir des pages sur les chats en cours, en attente et terminés sont incluses dans ce module. Vous apprendrez aussi à créer des rapports historiques sur les données de chat.

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Dans ce module, vous apprendrez à examiner et analyser les données au niveau de la file d'attente dans CCAIP, y compris celles de la surveillance en direct et de la création de rapports historiques.

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Dans ce module, vous apprendrez à examiner les performances en direct des campagnes et à analyser les données historiques.

","steps":[{"id":"528458","prompt":null,"isOptional":true,"activities":[{"id":"521305","href":"/course_templates/958/video/521305?locale=fr","isLocked":false,"duration":428000,"title":"Gestion des campagnes","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528459","prompt":null,"isOptional":true,"activities":[{"id":"521306","href":"/course_templates/958/documents/521306?locale=fr","isLocked":false,"duration":1800000,"title":"Activité : Créer un rapport historique sur les campagnes","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528460","prompt":null,"isOptional":true,"activities":[{"id":"521307","href":"/course_templates/958/documents/521307?locale=fr","isLocked":false,"duration":1800000,"title":"Ressources : Surveillance et création de rapports sur les campagnes","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"76523","title":"Agents virtuels","description":"

Dans ce module, vous apprendrez à examiner et analyser les données d'agents virtuels grâce à la surveillance en direct et la création de rapports historiques.

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Dans ce module, vous allez découvrir différents scénarios concrets et pourrez vous entraîner.

","steps":[{"id":"528464","prompt":null,"isOptional":true,"activities":[{"id":"521311","href":"/course_templates/958/video/521311?locale=fr","isLocked":false,"duration":235000,"title":"Réaffecter les ressources en fonction du volume","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528465","prompt":null,"isOptional":true,"activities":[{"id":"521312","href":"/course_templates/958/video/521312?locale=fr","isLocked":false,"duration":285000,"title":"Auditer les appels et modifier le statut des agents","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528466","prompt":null,"isOptional":true,"activities":[{"id":"521313","href":"/course_templates/958/video/521313?locale=fr","isLocked":false,"duration":150000,"title":"Surveiller les appels et les chats","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"528467","prompt":null,"isOptional":true,"activities":[{"id":"521314","href":"/course_templates/958/documents/521314?locale=fr","isLocked":false,"duration":1800000,"title":"Ressources : Ressources sur le workflow","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"76525","title":"Dépannage","description":"

Dans ce module, vous apprendrez à résoudre les problèmes courants, à utiliser les données à des fins de dépannage et à contacter l'assistance.

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Google Cloud Skills Boost

Manage Functions and Reporting with CCAIP - Français