Course curriculum

  • 1

    Welcome & Getting Started

    • Welcome

    • How to complete your accreditation course

    • Meet your trainer

    • Completing your exercises

    • What is Vision Call Centre?

    • Documentation

    • What you will cover on this course

    • Understanding the exercises

    • Configuration Form

    • Exercise 1 - Getting Started and Setting up your system
  • 2

    SelectVoice Configuration

    • What you will learn

    • Configuring the system to host Vision Call Centre

    • Exercise 2 - Setting up the Departments

    • What you have learnt

    • Revision Questions
  • 3

    Vision Call Centre Configuration

    • What you will learn

    • Creating and configuring an Agent

    • Exercise 3 - Creating an Agent

    • Creating and configuring a Queue

    • Exercise 4 - Creating an Queue

    • Creating an SLA

    • Exercise 5 - Creating an SLA

    • Creating Completion Codes

    • Exercise 6 - Creating Completion Codes

    • Creating Not Available Code

    • Exercise 7 - Creating Not Available Codes

    • What you have learnt

    • Revision Questions
  • 4

    Operating within the Vision Call Centre

    • What you will learn

    • Agents using Navigate Pro

    • Exercise 8 - Using Navigate Pro as an Agent

    • Setting up the Agent Portal

    • Exercise 9 - Setting up the Agent Portal

    • Setting up the Supervisor Console

    • Exercise 10 - Setting up the Supervisor Console

    • Call Handling via the Supervisor Console

    • Exercise 11 - Call Handling via the Supervisor Console

    • Monitoring the Call Centre

    • Exercise 12 - Creating a Call Centre Report and Wallboard Panels

    • Documentation

    • What you have learnt

    • Revision Questions
  • 5

    Complete your accreditation

    • Course Revision

    • Exercise 13 - Course Revision

    • Becoming accredited

    • Submit your configuration form

    • Accreditation Test

    • Giving your feedback

    • Course Feedback