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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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