Objectives and Scope:
This course will give Contact Center Managers, Telecommunications Managers, or IS/Network Administrators the hands-on experience necessary to administer Cisco Agent Desktop in a Cisco Unified Contact Center environments. You will become comfortable with configuring agents and supervisors' desktops through the GUI interface and keystroke macros.

Upon completion of this course you will be able to:

• Explain Cisco Agent Desktop hardware and software components along with its architecture

• Perform installation of Cisco Agent Desktop and Cisco Supervisor Desktop client software

• Understand the options available to contact center agents via the Cisco Agent Desktop user interface

• Perform functions such as Answering/Dropping/Transferring and Conference Call Text Chat

• Understand the usage of Cisco Agent Desktop Call Log, ACD Statistics, and Agent Transition information

• Understand the information and use of the Enterprise Data Window by the Cisco Agent Desktop application

• Perform configuration of after-call workflow activity

• Design User Interface toolbar options to meet agents' needs

• Understand workflow Events, Rules and Actions and their relationship

• Create keystroke macros to establish parameters around screen pop

• Create keystroke macros that interact with multiple Windows applications

• Create HTTP actions

• Understand Dial String settings and configuration for incoming and outgoing calls

• Configure work flow groups

• Understand the configuration of Agents, Supervisors, Teams, and Desktop Settings

• Configure the layout of call variable information in Enterprise Administration

• Configure Cisco Agent Desktop software based on various business scenarios

• Understand the options available to contact center supervisors when using Supervisor Desktop including silent monitor, barge-in, intercept, recording of agent calls and configuring Supervisor Desktop when applicable.
   

Recommended Attendees include those responsible for:

• Administering the agent's desktop

• The look and feel of the agent's desktop

• Programming the agent's workflow administration

Typical Titles Include:

• MIS Specialist (the person from MIS responsible for supporting the contact center)

• Contact Center Supervisor

• Contact Center Manager

Tuition:

• Minneapolis Training Center-  $1,200

• Customer Site-  $6,000 per class (Limit of 12 participants per session.  Price does not include travel and expenses)

• Webinar-  $1,000 per 4 hour session

Duration:  2 days for Training Center and Customer Site classes

Cancellation Policy:
Click here for Cancellation Policy

Registration:

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