CCX Training for Agents (CCX 201)

Target Audience: McGill call centre staff using Cisco Call Center Express
Duration: 1.5 hours.
Course format: Workshop
Dates: To arrange training sessions, please submit the IT Services system training registration (Special request) form.
Course material: CCX Training for Agents
Recommended Cisco phone documentation: Cisco IP Phone (7811, 7821, 7841, & 7861) Quick Start Guide

This hands-on training session covers:

• Basic call center concepts (CTI, IVR, capacity management features: overflow)
• Components: Cisco IP Communicator, Finesse and Call Center Express)
• Overview of system roles: Agent, Supervisor
• Basic phone system functions
• Personal status settings
• Processing incoming queue calls via Finesse: answer, hold, consult, transfer, conference.
• Personal stats (# of calls answered, ratio of calls answered to calls offered, etc.)
• Daily workload report

Note: This section will be covered by IT Training.

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CCX Training for Supervisors (CCX 202)

Target Audience: McGill call centre staff in supervisory roles using Cisco Call Center Express
Duration: 1.5 hours.
Course format: Workshop
Dates: To arrange training sessions, please submit the IT Services system training registration (Special request) form.
Recommended pre-requisite: CCX Training for Agents (CCX 201)
Course material: CCX Training for Supervisors

This session covers key call center management supervisor-level items (Finesse and UCCX portal supervisor access levels)

Finesse:

• Performing Team Management related actions
• Viewing Team Data
• Viewing Queue Data
• Performing key agent management–related actions
• Performing key agent monitoring–related actions
• Advanced Team Management features

UCCX portal:

• Overview of the UCCX supervisor portal
• UCCX reporting

Note: This section will be covered by IT Training and the CCX system administrator.