Manage Functions and Reporting with CCAIP
Manage Functions and Reporting with CCAIP
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.
课程信息
目标
- Monitor and analyze the performance of your assigned team(s).
- Shift contact center resources to fully meet the demands of customers, seasonality, and staffing dependencies.
- Monitor progress and coach agents through various agent management challenges.
- Ensure agents are following the contact center’s policies.
- Configure the contact center to support onboarding agents on your teams and challenge those who are seasoned veterans.
- Analyze if a contact center is meeting SLA metrics, overarching performance expectations, and KPIs.
前提条件
None
受众
Contact center managers and supervisors
支持的语言
English, español (Latinoamérica), and français
学完本课程后，我可以做些什么？
学完本课程后，您可以探索学习路线 中的其他内容或浏览学习目录
我能获得什么徽章？
学完一门课程后，您将获得结业徽章。徽章可在个人资料中供查看，还可在社交网络上分享。
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