Teleopti CCC Basic, 3 days
Target Group:
Forecast Analysers, Resource Planners, Team Leaders.
About the Training:
Basic training in Teleopti CCC includes 3 full days and are carried out in a demo environment.
The objective of basic training:
- Learning to cope with the basic tools in Teleopti CCC
- To understand the workflow between the various modules of Teleopti CCC
Content:
- Forecaster
Forecast the number of people needed to achieve a certain service level. The Forecaster module advises the staffing need for each skill. A prerequisite to properly staffing a contact centre is being able to make good volume forecasts for any time span, far ahead in time
- Agent Administrator
Manage the staff working at the contact centre. Settings for work rules, employment types, skills etc.
- Shift Creator
Create shifts according to work rules, internal policy, the employee's preferences, various activities, employment types and business service.
- Scheduler
Scheduler is used for generating schedules and creating solutions, to make the best possible use of agents’ skills and work hours. Combine different types of scheduling to optimize operations: manual scheduling, automatic scheduling with or without preferences, etc. Scheduling is based on forecasts, agent’s settings and the work shifts
- Permissions
Administrate users and grant the users access to various modules.
- Web Portal
Administrator Web Portal for Resource Planners to follow-up in the form of diagrams and reports.
MyTime – Agent portal
Prerequisite:
General MS Windows knowledge.
Where:
In a classroom, at Teleopti AB Office or On-Site.
Trainer:
Training is held by a Trainer from Teleopti AB
Book your Teleopti CCC Basic training here!