The Interactions Team Leader Essentials computer based training is a self-paced course designed to fully train students on the main features of the Interactions application which incorporates, Quality monitoring, Customer Experience and Search and Replay.
This course is aimed specifically at team leaders and other users who responsible for monitoring, evaluating and reviewing agent call’s.
Video – Benefits of Computer Based Training
The Level 2 – Interactions Team Leaders Essentials self-paced course is broken down into eight modules:
- Working with the interactions homepage
- Searching for contacts
- Working with contacts
- Evaluating agent contacts
- Working with inboxes
- The customer experience module
- Working with reports
- Managing agent development with coaching