The course is designed to fully train delegates with the functionality of AAD Web Communication features and functions, who can then cascade training to agents.
- Lesson 1: Accessing Avaya Agent Desktop
• Components of the Avaya Agent Desktop
• Ready/Not Ready
• Activity Codes (Not Ready/Activity/After Call Work)
• Logging off
- Lesson 2: Advanced Functionality
• Shortcut Keys
• Searching for Contact
• Call Log
• Agent Stats
• Call Supervisor
• User Preferences
- Lesson 3: Web Communications
• Accept or decline an incoming contact
• Send an automated response
• Push a Web page
• Transfer a chat session
• Conference a chat session
• Observe a Web Communications contact (supervisor/agent only)
• Barge-in on a Web Communications contact (supervisor/agent only)
• Check whether the customer’s browser is still connected
• Check the time of the most recent customer action and whether the customer is currently typing a message
• Respond to the customer (email or voice) if more information or clarification is needed
• End a chat session
• Send the chat log in an email message
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This course is designed for designated people to become Internal Training Contacts for the Web Communication
The course is designed to fully train delegates with the functionality of Avaya Agent Desktop who can then cascade training to contact centre agents.
Designated people to become Internal Training Contacts or supervisors using the Avaya Agent Desktop.
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“It was very simple and easy to understand.”
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