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Avaya Agent Desktop (AAD) Web Communication Train The Trainer

Course code 34-13
Level 2 Supervisor / Superuser
Duration 1 day
Class size 8

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
• Login
• 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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What our students say about this course

34-13 Supervisor / Superuser

Avaya Agent Desktop (AAD) Web Communication Train The Trainer

“It was very simple and easy to understand.”

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