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In this module, you learn the basic navigation of the platform, how to login, and what permissions you have as the manager. You also learn the reporting methodology for CCAIP.

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This module discusses how to manage and monitor agents. You learn how to adjust and create agent statuses and use the adapters. You learn how to leverage the live monitoring pages and build historical reports.

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In this module, you learn the call routing methodology and configuration options with CCAIP. You also learn how to utilize the call metrics dashboard. The actions you can take from the calls connected, queued, and completed pages are included in this module. You also learn how to build historical reports for call data.

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In this module, you learn the chat routing methodology and configuration options with CCAIP. You also learn how to utilize the chat metrics dashboard. The actions you can take from the chats connected, queued, and completed pages are included in this module. You also learn how to build historical reports for chat data.

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In this module, you learn to review and analyze queue-level data in CCAIP. This includes live monitoring and historical reporting.

","steps":[{"id":"516189","prompt":null,"isOptional":true,"activities":[{"id":"509011","href":"/course_sessions/27271921/video/509011","isLocked":false,"duration":648000,"title":"Queue Monitoring","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516190","prompt":null,"isOptional":true,"activities":[{"id":"509012","href":"/course_sessions/27271921/video/509012","isLocked":false,"duration":308000,"title":"Queue Reports","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516191","prompt":null,"isOptional":true,"activities":[{"id":"509013","href":"/course_sessions/27271921/documents/509013","isLocked":false,"duration":1800000,"title":"Resources: Queue Data","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516192","prompt":null,"isOptional":true,"activities":[{"id":"509014","href":"/course_sessions/27271921/documents/509014","isLocked":false,"duration":1800000,"title":"Activity: Build and Download a Historical Report for Queues","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516193","prompt":null,"isOptional":false,"activities":[{"id":"509015","href":"/course_sessions/27271921/quizzes/509015","isLocked":false,"duration":600000,"title":"Queues Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74341","title":"Campaigns","description":"

In this module, you learn to review live performance for campaigns and analyze historical data.

","steps":[{"id":"516194","prompt":null,"isOptional":true,"activities":[{"id":"509016","href":"/course_sessions/27271921/video/509016","isLocked":false,"duration":428000,"title":"Campaign Management","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516195","prompt":null,"isOptional":true,"activities":[{"id":"509017","href":"/course_sessions/27271921/documents/509017","isLocked":false,"duration":1800000,"title":"Activity: Build a Historical Report for Campaigns","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516196","prompt":null,"isOptional":true,"activities":[{"id":"509018","href":"/course_sessions/27271921/documents/509018","isLocked":false,"duration":1800000,"title":"Resources: Monitoring and Reporting for Campaigns","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74342","title":"Virtual Agent","description":"

In this module, you learn to review and analyze Virtual Agent data through live monitoring and historical reporting.

","steps":[{"id":"516197","prompt":null,"isOptional":true,"activities":[{"id":"509019","href":"/course_sessions/27271921/video/509019","isLocked":false,"duration":516000,"title":"Virtual Agent Monitoring and Reporting","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516198","prompt":null,"isOptional":true,"activities":[{"id":"509020","href":"/course_sessions/27271921/documents/509020","isLocked":false,"duration":1800000,"title":"Resources: Virtual Agent","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516199","prompt":null,"isOptional":false,"activities":[{"id":"509021","href":"/course_sessions/27271921/quizzes/509021","isLocked":false,"duration":600000,"title":"Virtual Agent Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74343","title":"Use Cases and Examples","description":"

In this module, you explore various real-life scenarios and have the opportunity to practice your skills.

","steps":[{"id":"516200","prompt":null,"isOptional":true,"activities":[{"id":"509022","href":"/course_sessions/27271921/video/509022","isLocked":false,"duration":235000,"title":"Reassign Resources Based on Volume","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516201","prompt":null,"isOptional":true,"activities":[{"id":"509023","href":"/course_sessions/27271921/video/509023","isLocked":false,"duration":285000,"title":"Audit Calls and Change Agent Statuses","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516202","prompt":null,"isOptional":true,"activities":[{"id":"509024","href":"/course_sessions/27271921/video/509024","isLocked":false,"duration":150000,"title":"Monitor Calls and Chats","description":null,"type":"video","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516203","prompt":null,"isOptional":true,"activities":[{"id":"509025","href":"/course_sessions/27271921/documents/509025","isLocked":false,"duration":1800000,"title":"Resources: Workflow Resources","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"74344","title":"Troubleshooting","description":"

In this module, you learn how to troubleshoot common issues, utilize data to resolve issues, and reach out to support.

","steps":[{"id":"516204","prompt":null,"isOptional":true,"activities":[{"id":"509026","href":"/course_sessions/27271921/documents/509026","isLocked":false,"duration":1800000,"title":"Troubleshooting Basics","description":null,"type":"document","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false},{"id":"516205","prompt":null,"isOptional":false,"activities":[{"id":"509027","href":"/course_sessions/27271921/quizzes/509027","isLocked":false,"duration":300000,"title":"Troubleshooting Quiz","description":null,"type":"quiz","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":false},{"id":"next-steps","title":"Your Next Steps","description":null,"steps":[{"id":"badge-step","prompt":null,"isOptional":true,"activities":[{"id":"badge","href":null,"isLocked":true,"duration":null,"title":"Course Badge","description":null,"type":"badge","isComplete":false,"inProgress":false,"score":null,"disabled":false}],"isComplete":false,"isTestedOut":false,"allActivitiesRequired":false}],"expanded":true}]

Manage Functions and Reporting with CCAIP