Impresario Web and second-level support

Description:
Courses are offered to our clients on demand and are generally customized for each client.

The following are the main subjects approached:

• Familiarization with Impresario Web and its components
• Understanding the Impresario Web architecture
• Effective configuration of Impresario Web in Genesys and Nortel environments
• Efficient management of the Impresario Web system
• Effective management of Impresario Web errors
• Ability to create and manage real-time statistics from the Impresario Web server, groups, configuration, toolbar, etc.
• Ability to create and manage the writing of scripts for agent coaching advice, cues, and interactive online training
• Understanding Impresario Web high-availability
• Familiarization with Impresario Web parameters
• Familiarization with Impresario Web log files

Duration:
1 day

Prerequisites:

• Knowledge of and experience with Windows NT
• Knowledge of and experience with contact center operations
• Knowledge of and experience with Genesys and Nortel CTI environments
• Knowledge of and experience with the Impresario Web toolbar

Objectives:
This course is designed for those who will be managing an Impresario Web environment and those involved with second-level support for Impresario Web. This course offers a theoretical and practical understanding of its multiple components. Participants will be able to test their knowledge through exercises and labs.

Online impresario Web training (WBT)

Description:
This online training enables agents to become familiar with the Impresario Web toolbar and screen pop. The course is designed for autonomous training and offers a quick reference guide.

Duration:
2 hours (may vary according to contents)

Prerequisites:

• Knowledge of the use of telephony in the contact center
• Knowledge of Microsoft Windows
• Experience with Internet navigation

Objectives:
To offer agents the necessary knowledge to use the Impresario Web toolbar and understand the use of the screen pop.

For more information, email us at info@bceelix.com.