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Interactions Team Leader Essentials – Verint WFO

Course code 10-50
Level 2 Supervisor / Superuser
Duration 1 day
Class size 6

This course is aimed specifically at team leaders and trainers who are responsible for training users on monitoring, evaluating and reviewing agent calls.

Lesson 1: Introduction to Interactions
• Interactions application overview
• Interactions application workspaces
• Contacts and Interactions

Lesson 2: Search in Interactions
• Search overview
• Perform a quick search
• Perform an advanced search
• Saved searches overview
• View recent search results
• View a predefined view
• Search frequently asked questions

Lesson 3: Analyse the Results set
• Work with the results set
• Access an interaction
• Refine the results set
• Filter a folder
• Change the results set columns
• Start a new search

Lesson 4: Manage an Interaction
• Play an interaction
• Add a remark to an interaction
• View contact and interaction information
• Open Employee Quickview
• Delete an interaction
• Remove an interaction from a folder
• Assign a Coaching session
• Assign an eLearning lesson
• Contact and evaluation flags
• Evaluations and assessments
• Interaction tags
• Interaction screen
• Interaction transcript
• Shared Inbox

Lesson 5: Perform Evaluations and Assessments
• Evaluation and assessments overview
• Perform an evaluation/assessment
• Perform a real-time evaluation
• Perform an external evaluation/assessment
• Form fill-out area
• Understand scoring
• Self-evaluations in reports
• Assessors comparison reports

Lesson 6: Manage Tags
• Tags overview
• Add an annotation
• View interaction tags
• Update an annotation
• Form annotations
• Associate an annotation to a form
• Remove an annotation from a form

Lesson 7: Manage Tags and Flag Folders
• Flags and flag folders overview
• Access a flagged folder
• Assign a contact flag
• Assign an evaluation flag
• Send feedback
• Unassign a flag
• Interactions alerts

Lesson 8: Manage your Inbox and Shared Inbox
• Inbox folder overview
• Inbox mode
• Access your Inbox
• Define your Inbox settings
• Update an Inbox rule
• Invalid Inbox
• Troubleshoot an invalid Inbox
• Shared Inbox overview
• Work with the Shared Inbox
• Inbox frequently asked questions

Lesson 9: Monitor in Real-time
• Monitor in real-time overview
• Monitor by employee
• Real-Time Interaction Review workspace
• Monitor by extension

Lesson 10: Create Analyse Reports
• Cross Correlation report
• Interaction Metrics Distribution report
• Create an analysis report
• Work with your generated analysis reports
• Metrics settings
• Analysis reports frequently asked questions

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What our students say about this course

10-50 Supervisor / Superuser

Interactions Team Leader Essentials - Verint WFO

“Dan was great, answered all questions and gave examples. Some things were discussed which we didn't have access to currently, but overall a good course.”

10-50 Supervisor / Superuser

Interactions Team Leader Essentials - Verint WFO

“to much info in one week training, i think we need more time to do by my self.”

10-50 Supervisor / Superuser

Interactions Team Leader Essentials - Verint WFO

“Jim is a very friendly person and he is is willing to give us as much information as possible.”

10-50 Supervisor / Superuser

Interactions Team Leader Essentials - Verint WFO

“Today is the best Day from the week. Jim gave his best, I understand more and more. But it's a lot of what we learn. I have received the Manual, per email, that is good. A hardcopy from begin the course, I think is better that i can make notes. In the Training we have a lot of IT issues, I don't know where do this problem resolved on my Notebook and PC in the Office. Jim make a great job.”

10-50 Supervisor / Superuser

Interactions Team Leader Essentials - Verint WFO

“Too much info in one week training, I think we need more time to do it by myself.”

10-50 Supervisor / Superuser

Interactions Team Leader Essentials - Verint WFO

“Dan, clearly knew the subject matter very well and was a pleasure to have as a trainer.”

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