Course Overview
In this course, professionals will focus on the development of strategic configurations of users, workgroups, and roles to meet your profitability objectives. With a focus on setting appropriate user permissions, you will be guided through the Interaction Administrator People Container exploring the configurable components of PureConnect's ACD (Automatic Call Distribution)/Skills Based Routing engine.
Duration- 3 days
Prerequisites
Genesys training is available to Resellers, Partners, and Customers, both direct and indirect. To maximize the student’s potential for successful course completion, each student is expected to-
Be fluent in both spoken & written English.
Audience Profile
This course is recommended for the following roles-
- PureConnect System Administrator
- Project Manager
- Operations Director
- Operations/Sales Manager/Supervisor
- Business Planner/Analyst/Forecaster
- Workforce Management - Manager/Analyst.
Learning Objectives
This course prepares the student to perform the following tasks-
- Identify the components of the Interaction Administrator interface and container structure.
- Identify key configuration elements at the Default User, Role, Workgroup, and User level.
- Understand the configuration options available for ACD/Skills-Based routing and develop strategies to route interactions to support operational goals.
- Leverage functionality of Client templates, Reports, and Response Management resources to meet profitability objectives
FAQs
In this course, professionals will focus on the development of strategic configurations of users, workgroups, and roles to meet your profitability objectives. With a focus on setting appropriate user permissions, you will be guided through the Interaction Administrator People Container exploring the configurable components of PureConnect's ACD (Automatic Call Distribution)/Skills Based Routing engine.
Using Interaction Administrator, CIC administrators can control which parts of the CIC clients appear on each agent's computer, and which telephone features each agent may use. A CIC Master Administrator can also give limited CIC administration controls to trusted users who have access to Interaction Administrator.
Customer Interaction Center (CIC) has always been a powerful all-in-one solution for IP business communications. CIC provides an architecture that's even more powerful, user tools that make the customer experience even more satisfying, and management tools that dramatically improve the performance of any business
Radiant Techlearning offers training program on the weekday, weekend and a combination of weekdays and weekends. You can always choose the schedule that best suits your needs.
Once we receive your enrollment request, we will share the enrollment details with you to select and complete the enrollment process.
You can always email us on the below email address (whichever applicable) to know the upcoming schedule for a specific technology training program.
Individual- training@radianttechlearning.com
Corporate- Corporate@radiantechlearning.com
You can request a return if you do not wish to enroll in the course.
Yes you can.
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