Configure and Maintain CCAIP as an Admin

Overview

Configure and Maintain CCAIP as an Admin is a course that provides end users with essential learning about the core features, functionality, reporting, and configuration information most relevant to the role. This course is most appropriate for those who perform administrative functions to support the operation of the contact center as well as analyze, troubleshoot, and configure the platform to best meet the demands of customers. While this program will review some monitoring and reporting aspects, those topics are explored in depth in the course titled, “Managing Functions and Reporting with CCAIP.”

Syllabus

1. Getting Started with CCAIP

In this module, you learn the basic navigation of the platform, how to login, and what permissions you have as the admin. You also observe a high-level navigational tour of the platform that includes an overview of the queue structure in CCAIP.

2. Support Center Details

In this module, you learn how to leverage the Support Center Details area of the platform to configure general settings, set general hours of operation, and create custom hours of operation at the global and queue level.

3. Agents and Teams

This module discusses how to manage users and teams. You will learn how to adjust agent statuses, configure various agent-related settings, and modify agent messages and notifications.

4. Calls

This module explores the call journey and all the settings, configuration options, and management involved in your role as admin when it comes to the CCAIP call channel.

5. Global Chat Settings and Chat: SMS

In this module, you learn to enable, configure, and manage global chat settings and the SMS channel.

6. Chat: Web Channel (Chat and Call)

In this module, you learn to enable, configure, and manage the web channel.

7. Chat: Mobile Channel (Chat and Call)

In this module, you learn to enable, configure, and manage the mobile channel.

8. Campaigns

This module enables you to identify the different campaign types available to you with CCAIP and launch campaigns. You also observe the agent experience for the various campaigns.

9. AI

In this module, you learn how to enable and configure Agent Assist and manage virtual agents.

10. Integrations

This module discusses the integration and API possibilities with CCAIP. You learn to maintain integration settings and leverage your implementation project team to configure.

11. Use Cases and Examples

In this module, you explore various real-life scenarios and have the opportunity to practice your skills.