Sammanfattning Attendees will gain an understanding of the features and functionality of the products relative to Installation, Configuration, and Basic Troubleshooting.
Förkunskaper
None
Kursdatum
Datum tillgängliga på förfrågan. Vänligen kontakta oss
Mer information
- Channel Partner / Reseller
- Customer
- Employee
After completing this course, the learner will be able to meet these overall objectives:
- Install WFM
- Configure WFM for your call center
- Generate and adjust forecasts
- Create and edit schedules
- Perform intraday functions, such as adding non-production activities to a schedule and trading two agents¿ schedules
- Generate reports
- Utilize historical data to calculate forecast accuracy and create forecasts for new CSQs
- Describe how to use the agent interface
- Describe the resources that are available for troubleshooting problems in WFM
- Introduction to WFM for Cisco Unified WFO
- WFM configuration
- Forecast Management
- Schedule Management
- Intraday Functions
- Report Management
- Special Functions
- Agent Functions
- Troubleshooting Resources
- Connecting to an ITSP