This course is targeted at individuals responsible for technical aspects of Telephony and Workforce Optimisation for your organisation and administer recording.
Lesson 1: Introduction to the ACR V15 Recorder
• What’s New
• What components make up the recording suite?
• What technologies are using with WFO
• What databases are used for v15.1 Recording
• What infrastructure a Recorder needs to record media
• Types of Recording TDM, IP, SIP and Screen
Lesson 2: Functional Features of Recorder
• Status Summary
• System Management
• General Setup
Lesson 3: Recording Management in the Framework
• Data-sources Types
• Data-source member groups
• Data-source Phones
• Data-source Screens
• Data-source Agents
• User Profiles & Data-sources
• Recording Rules
• Recording Tagging
Lesson 4: Logging & Alarms
• Information Collector
• Log Viewer
• Log Manger
• Event Viewer
Lesson 5: Troubleshooting
• Tagging issues
• Recording issues
• QM Recording issues
• QM Adapters
Lesson 6: ACR Archiving**
• Archive Process
• Archive Setup
Lesson 7: Pause & Resume**
• P&R Overview
• P&R Admin Setup
(** Optional Lessons)
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This course is targeted towards Supervisors, Team Leaders, Managers, Planners, Schedulers and Administrators of the system.
This course is aimed specifically at team leaders and trainers who are responsible for training users on monitoring, evaluating and reviewing agent calls.
This course is intended for users responsible for advanced reporting such as those who may need to create and maintain custom reports.