OVERVIEW
Target audience: Staff members working in service centres across McGill
Cisco Call Center Express (CCX) is a web-based tool used to manage incoming calls to service centres.
The following courses are offered and will be scheduled for you by your department, if needed:
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
Please note: some call centers now use the WebEx app instead of the Cisco IP Communicator to run the soft-phone segment of the CCX solution.
The Finesse portion of the solution is used by all the call centers.
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.
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.
