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Avaya Agent Desktop (AAD) Train The Trainer

Course code 34-14
Level 2 Supervisor / Superuser
Duration 1 day
Class size 8

The course is designed to fully train delegates with the functionality of Avaya Agent Desktop who can then cascade training to contact centre 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 a customer record
    Searching for Contact
    Call Log
    Agent Stats
    Call Supervisor
    User Preferences
  • Lesson 3: Accessing Customer Information
    Customer details (If applicable for email)
    Customer contact history
  • Lesson 4: Inbound Voice Call Management
    Answer — Manual/Auto In
    Hold/Un hold
    Release
    Transfer
    Conference
    Setting Activity Codes
  • Lesson 5 : Handset Overview
    Answer
    Transfer
    Hold

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