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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 admin. You also observe a high-level navigational tour of the platform that includes an overview of the queue structure in CCAIP.

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In this module, you learn how to leverage the Support Center Details area of the platform to configure general settings, set general hours of operation, and create custom hours of operation at the global and queue level.

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This module discusses how to manage users and teams. You will learn how to adjust agent statuses, configure various agent-related settings, and modify agent messages and notifications.

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This module explores the call journey and all the settings, configuration options, and management involved in your role as admin when it comes to the CCAIP call channel.

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In this module, you learn to enable, configure, and manage global chat settings and the SMS channel.

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In this module, you learn to enable, configure, and manage the web channel.

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In this module, you learn to enable, configure, and manage the mobile channel.

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This module enables you to identify the different campaign types available to you with CCAIP and launch campaigns. You also observe the agent experience for the various campaigns.

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In this module, you learn how to enable and configure Agent Assist and manage virtual agents.

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This module discusses the integration and API possibilities with CCAIP. You learn to maintain integration settings and leverage your implementation project team to configure.

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

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03

Configure and Maintain CCAIP as an Admin