Trainer Trainee

Note Corporate license or higher.

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 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs., 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

 

Add Trainee

 

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.