Objectives and Scope:
This course will give supervisors the ability to log into the system and understand how the agent, team and skill information is displayed. Students will learn how to change the agent state and send both team performance messages and instant text messages to their team. This course also covers the silent monitor, barge-in, and intercept features along with how to record and retrieve an agent call. Students will also learn how to create Supervisor workflows to set thresholds on queue statistics and configure the information that is displayed in reports.

Prerequisite:

• Students must complete Spanlink’s Cisco Agent Desktop End-User training course

Recommended Attendees include those responsible for:

• Supervising the call center agents

• Training Contact Center Supervisors

Typical Titles Include:

• Customer Service Supervisor

• Contact Center Trainers

Tuition:

• Customer Site-  $3,000/day and $375 per session for additional sessions 
  (4 session minimum which can include Agent Sessions.  Price does not include travel and expenses)

• Webinar-  $250 per session 

Duration:  1 hour

Cancellation Policy:
Click here for Cancellation Policy

Registration:
Please contact your project manager or training@spanlink.com if you are interested in this course via webinar or at the customer site.  (Note travel and expenses will be charged separately for customer site training).

Back to top

Cancellation Policy

Participant Cancellation: Enrolled Participants are expected to attend the classes for which they are registered unless circumstances require cancellation or sending a substitute.  In the event of participant cancellation, written or e-mail notice of cancellation must be received at least ten (10) business days prior to the scheduled start of the class.  This advance notice allows for possible enrollment of other possible participants who may be on a waiting list.  Failure to provide written notification of a substitute attendee will result in a cancellation fee of 25% of the course tuition for the participant.  In the event of participant substitution, the enrolled participant is responsible to provide Spanlink with the name of the substitute participant at least one (1) business day prior to the scheduled start of the class.

Spanlink Cancellation: Spanlink reserves the right to cancel, postpone, or reschedule a class at any time if deemed necessary.  If a class needs to be cancelled or rescheduled, we will notify you as soon as possible to allow you to cancel travel arrangements.  While we strive to hold all scheduled classes as scheduled, there are occasionally circumstances that require us to cancel or postpone a particular class.

If you have any questions regarding this policy, please contact your course instructor or email us at training@spanlink.com.

Back to Course Overview