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Module

1

Description

Introduction

 

  • Company, Product 
    • Arquitecture 

    1/4 day

    2

    Agent & Supervisor
    • Explain Agent
    • Explain Supervisor

    1/4 day

    3
    Installation

     

    • Hardware Requirements (Cloud or On Premise)
    • Operating System
    • Sip Trunking and Other Hardware
    1/2 day

    4

    Configuration &
    Workflows

    Basics:

  • Create Agents, Campaigns, Associate them
  • Add a provider
    • Make an inbound and outbound campaign and test it

    Workflows:

    • Explain How it Works
    • Explain Templates
    • Create an IVR
      • Menu 
      • PlaySound
      • Database access if possible
      • Campaigns
      • New, Edit and Deploy

     

    1 day

    6
    Dialers &
    Workflows
    • Create Power and Progressive Dialer
    • Explain Format and upload List
    • Explain Workflows
    • VoiceBroadCast
    • SMS Dialer
    1 day8
    Reports

     

  • Where are the reports?.
  • How to create reports.
  • Where do I upload to the system.
    • Create custom report and upload it.

    1/2 day

     

    9
    Develop (Forms Designer)

    & Framework

    • Explain Forms Designer
    • Explain available functions
    • Show basic example
    • Deploy into a campaign show CTI popup

     

    1 day11
    Final Evaluation
    • Create a Basic Form deploy it and test it
    • Create a Basic Report from the data of the Form

     

    1/2 day

     

    ...

    Duration

    Knowledge Required (strongly recommended)

    Operative – Agents

    Understand the basics of uContact’s interface in order to be able to operate according to the business

    1 Hour 30 minutes

    N/A

    Operative - Supervisors

    Monitoring, managing and follow up of agents, campaigns, dialers and business performance using dashboards, quality models, etc…

    2 hours 30 minutes

    CC Supervisor Concepts

    Operative - Administrators

    Entire configuration of the system through the web portal. Setup of agents, supervisors, profiles, permissions, SIP trunk and Omnichannel interfaces among others

    2 hours 30 minutes

    CC Supervisor Concepts & Telephony

    Technical - Workflow Designer Tool

    Detailed tool walkthrough that will allow the user to define telephony behavior in the uContact platform. An example workflow corresponding to an IVR will be built with specific options that will reflect the potential of the tool and will help to understand the concepts discussed in this module.

    4 hours

    Telephony Concepts (Asterisk or similar) 

    Technical - Form Designer Tool

    Detailed tool walkthrough that will allow the user to create personalized forms in the uContact platform. An example form will be built allowing the handling of information in the system reflecting the potential of the tool and will help to understand the concepts discussed in this module.

    4 hours

    JavaScript, HTML5 and SQL (MySQL)

    Technical - Reports Designer Tool

    Presentation of the report design tool for the uContact platform. A complete report will be built that will reflect the management of the information stored in the platform, reflecting the potential of the tool and will help to understand the concepts discussed in this module.

    4 hours

    SQL (MySQL)

    Technical – Level 1 Support

    Exclusive training for technical departments that provides tools and recommendations to have the necessary information for solving issues and reporting incidents to Integra customer success.

    3 hours

    Linux (Ubuntu) command line power user and telephony