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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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