Designated people to become Internal Training Contacts or supervisors using the Avaya Agent Desktop.
Agenda
- 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: Introducing the Supervisor Interface
- Lesson 3: The Supervisor console – My Agent
- Lesson 4: Observing and coaching Agents
- Lesson 5 : Barging into an interaction
- Lesson 6: Changing Agent State
- Lesson 7: Defer Email
- Lesson 8: Adding External Links
- Lesson 9: Supervisor Broadcast
- Lesson 10: Real-Time reporting
- Lesson 11: The Real-Time Dashboard
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