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Sabio TCTI Train The Trainer

Course code 64-11
Level 2 Supervisor / Superuser
Duration 1 day
Class size 8

The course is designed to fully train delegates with the functionality of Sabio TCTI who can then cascade training to contact centre agents.

  • Introductions
  • Lesson 1 – Login
  • Lesson 2 – Softphone Toolbar
  • Lesson 3 – Agent Status
  • Lesson 4 – Making Calls
  • Lesson 5 – Call Handling
  • Lesson 6 – Dropping/Hanging up a call
  • Lesson 7 – Transferring Calls
  • Lesson 8 – Conferencing
  • Lesson 9 – Updating UUI information prior to unsupervised transfer
  • Lesson 10 – Manual Screen pop
  • Lesson 11 – Agent Address Book
  • Lesson 12 – Service Observe
  • Lesson 13 – Call Work Codes
  • Lesson 14 – Logout

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