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Using Advisors Suite 8

Course Description

  • Using Advisors Suite 8 provides the student with an overview of the application, including introductions to Contact Center Advisor, Alert Management, Frontline Advisor, and Workforce Advisor; along with instructions on navigating the suite and viewing data.

Prerequisites:
  • None.

Course Topics

Getting Started
 Course Navigation
 Course Details
 Course Objectives
Overview of Advisors Suite
Try It! Logging In to Advisors
Contact Center Advisor
 Contact Centers
 Applications
 Agent Groups
 Map
 Columns
 Voice, Web Chat, E-mail
 Now, 30 Min, Today
 Chart
 What If Tool
 Performance Monitor
 Try It! Choosing the Displayed Dashboard Column Data
 Try It! Viewing a Metric Graphing Chart
 Try It! Using the What If Tool
 Try It! Accessing Action Management Report Pages
Alert Management
 Column Chooser
 Try It! Choosing the Displayed Dashboard Column Data
 Try It! Creating a Key Action Report

Frontline Advisor
 Hierarchy
 Team
 Agent Alerts
 Team Alerts
 Columns
 Voice, E-mail, Web Chat
 30Min Rolling, 2Hr Rolling, 8Hr Growing
 Try It! Choosing the Displayed Dashboard Column Data

Workforce Advisor
 Contact Centers
 Contact Groups
 Agent Groups
 Map
 Columns
Try It! Logging Out of Advisors
Course Activity
Course Quiz
Conclusion

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