Trainning

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