On Premises

Trainer Trainee

Note: A Corporate license or higher is required.

Introduction

Trainer or Trainee rights can be added to Agents. In this way a Trainer can invite his/her Trainee to listen along in a active conversation. The Trainer Trainee functionality of Anywhere365 might be useful to train new co-workers. With two simple commands the Trainer is able to invite his Trainee to an active conversation.

In order to assign Trainer or Trainee rights to an Agent of the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., the Agents should first be added in the Trainer Trainee list.

 

Explanation per field

In order to manage Trainer or Trainee, the following screen should be filled in:

Items

Description

Trainer

Person with the rights to invite the Agent - Trainee using the ‘Train’ command

Trainee

Person who gets invited by the Trainer during an active call

Note: Trainer and Trainee must use Skype for Business client and both setup as Agent (Trainee could technically be set up as PSTN Agent).

 

Add Trainee to (established) call with customer

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning: Updates to the system take place in real-time. Entering the incorrect information here may cause issues with your software. Proceed with caution.