Trainer Trainee

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 provide a Agent of the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Trainer or Trainee rights, the Agents should be selected 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

Agent whom can invite a Trainee

Trainee

Agent who is the Trainee of a Trainer

 

Add Trainee

  1. The Trainer selects the respective UCC. (During an active conversation)

  2. The Trainer types the “Train” command in the IM window.

  3. If there are available Trainee, the Trainer will see an ordered list with all Trainee's.

  4. The Trainer types the number of Trainee he/she wants to add.

  5. The Trainee will receive a Call on his/her client.

  6. The Trainee is now successfully listening to the call, until it will be ended or exits the UCC.

 

Create/Edit/Remove item

Item can be created, edited or removed.

Warning Updates to the system are real-time; therefore wrong entries might cause malfunctions.

  1. Open the list.

  2. Select the “Add new item” button.

  3. Enter the correct data in the window that appears.

  4. Select the “Save” button.

  1. Open the list.

  2. Tick the respective item.

  3. Select the “Edit Properties” button.

  4. Enter the correct data in the window that appears.

  5. Select the “Save” button.

  1. Open the list.

  2. Tick the respective item

  3. Select the “Delete Item” button.