Skip to main content

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

Add this course to your curriculum.

Download a PDF version of these course details (208 KB)

Can't find what you are looking for?

Can we help you?


Related courses

34-13 Supervisor / Superuser

Avaya Agent Desktop (AAD) Web Communication Train The Trainer

1 day
Class size 8

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.

34-13 Supervisor / Superuser

34-13 Avaya Agent Desktop (AAD) Web Communication Train The Trainer

1 day
Class size 8

This course is designed for designated people to become Internal Training Contacts for the Web Communication

34-14 Supervisor / Superuser

Avaya Agent Desktop (AAD) Train The Trainer

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.


Have some feedback on our courses? Share your thoughts

Share

Start your journey with Sabio

Start your journey with Sabio

If you’re interested in developing more efficient and effective customer experience for your business, our team of experts is always on hand to help.

Call us: +44(0)344 412 3000 Email: [email protected]

Speak to an expert

If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.

Can I help?