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Avaya Oceana Agent Desktop Supervisor

Course code 34-18
Level 2 Supervisor / Superuser
Duration 1 day
Class size 6

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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