03
Configure and Maintain CCAIP as an Admin
03
Configure and Maintain CCAIP as an Admin
Configure and Maintain CCAIP as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. While this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled, “Managing Functions and Reporting with CCAIP.”
Course Info
Objectives
- Set up, configure, adjust, and maintain the CCAI Platform to maximize the impact of the organization’s contact center.
- Maintain the initial configuration of CCAIP’s features and functionality to fully meet the demands of consumers, seasonality, and staffing dependencies, including how to make adjustments post-implementation.
- Determine routing paths, channel configurations, agent and team assignments, and more to leverage all of CCAIP's capabilities for total contact center efficiency, optimization, and improved customer experience.
Prerequisites
N/A
Audience
CCAIP Admins
Available languages
English, español (Latinoamérica), and français
What do I do when I finish this course?
After finishing this course, you can explore additional content in your learning path or browse the catalog.
What badges can I earn?
Upon finishing the required items in a course, you will earn a badge of completion. Badges can be viewed on your profile and shared with your social network.
Interested in taking this course with one of our authorized on-demand partners?
Explore Google Cloud content on Coursera and Pluralsight.
Prefer learning with an instructor?
View the public classroom schedule here.
Can I take this course for free?
When you enroll into most courses, you will be able to consume course materials like videos and documents for free. If a course consists of labs, you will need to purchase an individual subscription or credits to be able consume the labs. Labs can also be unlocked by any campaigns you participate in. All required activities in a course must be completed to be awarded the completion badge.