Evolve IP

Home Dashboard Events Learning Paths
Profile Settings Sign Out
course
ECS Administrator Training
ECS Administrator Training
ECS Administrator Training

About the Course

The Setup Portal controls every aspect of your contact center. This training will review topics such as special days, operational hours, break codes, disposition codes, adding new agents, agent BP reassignment, etc.

Course Progress
Not started
Enroll
Course Outline
  1. ECS: Introduction
    1. Introduction to the Application Portal
    2. Setup Icons, Navigation Options & Subsystem Overview
  2. ECS: Deployment Subsystem
    1. Deployment Subsystem
  3. ECS: Implementation Subsystem
    1. Implementation Subsystem Intro
    2. Key Implementation Topics -- Media Repository
    3. Key Implementation Topics -- Monitoring
    4. Key Implementation Topics -- Breaks
    5. Key Implementation Topics -- Special Days
    6. Key Implementation Topics -- Disposition Codes
    7. Key Implementation Topics -- Skills
    8. Implementation Subsystem Outro
  4. ECS: Staffing Subsystem
    1. Staffing Subsystem Intro
    2. Key Staffing Topics -- Unified vs. Overlay
    3. Key Staffing Topics -- Creating Agents and Supervisors
    4. Key Staffing Topics -- Configuring Agents and Supervisors
    5. Key Staffing Topics -- Copying and Deleting Agents and Supervisors
    6. Key Staffing Topics -- Resetting passwords
    7. Key Staffing Topics -- Agent Profile
    8. Key Staffing Topics -- Load Allowances
    9. Key Staffing Topics -- Credential types – Agent/Supervisor/Dashboard, Manager, Admin Accounts
  5. ECS: Business Structure Subsystem
    1. Business Structure Subsystem Intro
    2. Business Structure -- License and Authorization
    3. Business Structure -- Technical
    4. Business Structure -- Handling Timeouts
    5. Business Structure -- Global Settings & Hierarchy
    6. Business Structure -- Address Book and Timezones
    7. Business Structure -- Caller ID
    8. Business Structure -- CRM Templates
  6. ECS: Business Structure General
    1. Business Structure -- General
    2. Channel -- General
    3. Business Processes -- General
    4. Business Processes -- Handling Defaults
    5. Business Processes -- Handling Timeouts
    6. Business Processes -- Staff
    7. Business Structure -- Outro
  7. ECS: Product Terminology
    1. Product Terminology -- Interaction, Business Process, Queue, IHF, Activities
  8. ECS: Business Processes
    1. Business Processes -- IHF Intro: Live & Test Flows
    2. Business Processes -- IHF Intro: Activities Palette & Canvas
    3. Business Processes -- IHF Intro: Input & Output Legs
    4. Business Processes -- IHF Intro: Notes & Mark as Start
    5. Business Processes -- IHF Intro: Flow Variables
    6. Business Processes -- IHF Key Activities: Check Operational Status (Voicemail)
    7. Business Processes -- IHF Key Activities: Branch
    8. Business Processes -- IHF Key Activities: Simple Play
    9. Business Processes -- IHF Key Activities: Prompt and Collect
    10. Business Processes -- IHF Key Activities: Remarks
    11. Business Processes -- IHF Key Activities: Queue (Idle Time)
course
ECS Administrator Training
ECS Administrator Training
Course Progress
Not started
Enroll

About the Course

The Setup Portal controls every aspect of your contact center. This training will review topics such as special days, operational hours, break codes, disposition codes, adding new agents, agent BP reassignment, etc.

Course Outline
  1. ECS: Introduction
    1. Introduction to the Application Portal
    2. Setup Icons, Navigation Options & Subsystem Overview
  2. ECS: Deployment Subsystem
    1. Deployment Subsystem
  3. ECS: Implementation Subsystem
    1. Implementation Subsystem Intro
    2. Key Implementation Topics -- Media Repository
    3. Key Implementation Topics -- Monitoring
    4. Key Implementation Topics -- Breaks
    5. Key Implementation Topics -- Special Days
    6. Key Implementation Topics -- Disposition Codes
    7. Key Implementation Topics -- Skills
    8. Implementation Subsystem Outro
  4. ECS: Staffing Subsystem
    1. Staffing Subsystem Intro
    2. Key Staffing Topics -- Unified vs. Overlay
    3. Key Staffing Topics -- Creating Agents and Supervisors
    4. Key Staffing Topics -- Configuring Agents and Supervisors
    5. Key Staffing Topics -- Copying and Deleting Agents and Supervisors
    6. Key Staffing Topics -- Resetting passwords
    7. Key Staffing Topics -- Agent Profile
    8. Key Staffing Topics -- Load Allowances
    9. Key Staffing Topics -- Credential types – Agent/Supervisor/Dashboard, Manager, Admin Accounts
  5. ECS: Business Structure Subsystem
    1. Business Structure Subsystem Intro
    2. Business Structure -- License and Authorization
    3. Business Structure -- Technical
    4. Business Structure -- Handling Timeouts
    5. Business Structure -- Global Settings & Hierarchy
    6. Business Structure -- Address Book and Timezones
    7. Business Structure -- Caller ID
    8. Business Structure -- CRM Templates
  6. ECS: Business Structure General
    1. Business Structure -- General
    2. Channel -- General
    3. Business Processes -- General
    4. Business Processes -- Handling Defaults
    5. Business Processes -- Handling Timeouts
    6. Business Processes -- Staff
    7. Business Structure -- Outro
  7. ECS: Product Terminology
    1. Product Terminology -- Interaction, Business Process, Queue, IHF, Activities
  8. ECS: Business Processes
    1. Business Processes -- IHF Intro: Live & Test Flows
    2. Business Processes -- IHF Intro: Activities Palette & Canvas
    3. Business Processes -- IHF Intro: Input & Output Legs
    4. Business Processes -- IHF Intro: Notes & Mark as Start
    5. Business Processes -- IHF Intro: Flow Variables
    6. Business Processes -- IHF Key Activities: Check Operational Status (Voicemail)
    7. Business Processes -- IHF Key Activities: Branch
    8. Business Processes -- IHF Key Activities: Simple Play
    9. Business Processes -- IHF Key Activities: Prompt and Collect
    10. Business Processes -- IHF Key Activities: Remarks
    11. Business Processes -- IHF Key Activities: Queue (Idle Time)
Northpass logo Powered by Northpass