Cisco Call Centre Training Courses

Introduction and Business Message.

Jabber or Handset Log In (if using Extension Mobility)

Finesse Adviser Log-In and Call Handling, including:-

• Log-in to Finesse
• Overview of Finesse Screen
• Queue Statistics.
• Changing your State.
• Idle Reason Codes.
• Answering and Ending a Call.
• Making a Call including Contacts.
• Ending Wrap Up State.
• Holding and Retrieving a Call.
• Initiating a Consult Transfer.
• Initiate a Conference Call.
• Initiating a Direct Transfer.
• Signing Out of Finesse.

Supervisor Training (additional 30 minutes)

Finesse Supervisor including:-

• Logging in to Finesse Supervisor Desktop.
• Overview of Supervisor Screen.
• Viewing Team Performance.
• Viewing Queue Statistics.
• Changing the State of an Adviser.
• Monitoring an Adviser.
• Barge In & Intercept.
• Signing out of Finesse

• Introduction and Business Message.
• Navigating to the CUIC Portal and Logging On.
• Accessing Help.
• Overview of CUIC.
• Security, including:-
  • User List.
  • User Groups.
  • User Permissions.
• Reports Drawer, including:-
  • Running Historical Reports.
  • Scheduling Historical Reports.
  • Running Realtime Reports.
  • Saving Stock Reports.
  • Saving reports in Different Formats.
  • Removing Columns.
  • Altering Report Columns/Titles etc.
  • Adding Reporting Thresholds.
  • Preparing a Report for addition to a Dashboard.
  • Allowing other users to Execute and Write.
• Dashboards, including:-
  • Creating a Dashboard.
  • Adding a Widget.
  • Adding a Sticky Note.
  • Adding a URL
  • Adding a Report.
  • Allowing other users to access the Dashboard via an HTML link.