Manage Functions and Reporting with CCAIP
Manage Functions and Reporting with CCAIP
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Manage Functions and Reporting with CCAI Platform provides end-users with essential training about the core features, functionality, monitoring, reporting, and configuration information that is most relevant to the role. This course is most appropriate for those at the managerial level of the contact center who are tasked with monitoring the effectiveness, efficiency, and KPI attainment for all consumer interactions. While this program will review some aspects of settings and configuration options, the major focus is on reporting functionality in CCAI Platform.
Course Info
Objectives
- Monitor and analyze the performance of your assigned team(s).
- Shift contact center resources to fully meet the demands of customers, seasonality, and staffing dependencies.
- Monitor progress and coach agents through various agent management challenges.
- Ensure agents are following the contact center’s policies.
- Configure the contact center to support onboarding agents on your teams and challenge those who are seasoned veterans.
- Analyze if a contact center is meeting SLA metrics, overarching performance expectations, and KPIs.
Prerequisites
None
Audience
Contact center managers and supervisors
Available languages
English, español (Latinoamérica), and français
What do I do when I finish this course?
After finishing this course, you can explore additional content in your learning path or browse the catalog.
What badges can I earn?
Upon finishing the required items in a course, you will earn a badge of completion. Badges can be viewed on your profile and shared with your social network.
Interested in taking this course with one of our authorized on-demand partners?
Explore Google Cloud content on Coursera and Pluralsight.
Prefer learning with an instructor?
View the public classroom schedule here.
Can I take this course for free?
When you enroll into most courses, you will be able to consume course materials like videos and documents for free. If a course consists of labs, you will need to purchase an individual subscription or credits to be able consume the labs. Labs can also be unlocked by any campaigns you participate in. All required activities in a course must be completed to be awarded the completion badge.