Manage Functions and Reporting with CCAIP
Google Cloud
Enhance your contact-center management skills by learning to monitor, manage, and report on performance with CCAI Platform. Gain expertise in tracking KPIs, assessing efficiency, and using reporting tools effectively.
About this Course
Manage Functions and Reporting with CCAI Platform provides end-users with essential training about the core features, functionality, monitoring, reporting, and configuration information that is most relevant to the role. This course is most appropriate for those at the managerial level of the contact center who are tasked with monitoring the effectiveness, efficiency, and KPI attainment for all consumer interactions. While this program will review some aspects of settings and configuration options, the major focus is on reporting functionality in CCAI Platform.
What You'll Learn
- Monitor and analyze the performance of your assigned team(s).
- Shift contact center resources to fully meet the demands of customers, seasonality, and staffing dependencies.
- Monitor progress and coach agents through various agent management challenges.
- Ensure agents are following the contact center’s policies.
- Configure the contact center to support onboarding agents on your teams and challenge those who are seasoned veterans.
- Analyze if a contact center is meeting SLA metrics, overarching performance expectations, and KPIs.