Configure and Maintain CCAIP as an Admin
Google Cloud
Bolster your contact-center administration skills by learning to navigate, configure, and maintain CCAI Platform as an admin. Build the skills to troubleshoot, analyze, and tailor platform settings to support efficient, customer-focused operations.
About this Course
Configure and Maintain CCAIP as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. While this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled, “Managing Functions and Reporting with CCAIP.”
What You'll Learn
- Set up, configure, adjust, and maintain the CCAI Platform to maximize the impact of the organization’s contact center.
- Maintain the initial configuration of CCAIP’s features and functionality to fully meet the demands of consumers, seasonality, and staffing dependencies, including how to make adjustments post-implementation.
- Determine routing paths, channel configurations, agent and team assignments, and more to leverage all of CCAIP's capabilities for total contact center efficiency, optimization, and improved customer experience.