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)
Lesson 2: Advanced Functionality
Searching for a customer record
Searching for Contact
Lesson 3: Accessing Customer Information
Customer details (If applicable for email)
Customer contact history
Lesson 4: Inbound Voice Call Management
Answer — Manual/Auto In
Setting Activity Codes
Lesson 5 : Handset Overview
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