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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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.
This course is designed for designated people to become Internal Training Contacts for the Web Communication
Designated people to become Internal Training Contacts or supervisors using the Avaya Agent Desktop.