On-Site Training Courses
Courses listed below are offered at each installation of a new or upgraded system (per contract terms). If you have any questions regarding these sessions please contact Keith Nansteel.
All training times are estimates and may vary depending on your specific needs and/or eOn eQueue system options. In addition, class format and content can vary per your request or need. (For example, an admin class could be combined with a supervisor class.)
Customers will receive a CD with all appropriate training documentation included.
Agent Training
Course material consists of [digital] phone use, SoftPhone, and the functionality of each. In addition, topics such as login/logout and transfer/conference are covered.
Note: These sessions generally consist of one 60-90 minute session. Supervisors will also be attending at least one session of this class.
Chat and/or eMail Training (Agent & Supervisor)
Course material covers the use of the eOn Chat and/or eMail system (based on the customer's implementation). Topics such as login/logout and eMail/Chat operations are covered.
Note: These sessions generally consist of one 60-90 minute session. Supervisors will also be attending one session of this class.
Supervisor Training (includes Supervisor WorkSpace)
Course material covers topics on phone use and functionality and Supervisor WorkSpace. Topics covered include monitoring agents, coaching & barging-in on monitored calls, use of the supervisor-specific phone (if applicable), and a detailed overview of the Supervisor WorkSpace utility. Specific topics relating to Supervisor WorkSpace include customization, reports, displays, charts, and alerts. If the customer has purchased a Recorder, Recorder WorkSpace will also be covered.
Note: Supervisor training will consist one 3-4 hours session.
eQueue System Administration Overview (includes Admin WorkSpace)
A standard administrator training session would cover topics appropriate to your particular system. Topics covered might include Administrator WorkSpace, eQueue maintenance, eOn SSH connectivity (to control the switch), IVR and/or Recorder maintenance, and the duties related to the moving, adding, or deleting of agents & phones.
Note: Admin training sessions generally consist one or more 4-6 hour sessions--as required.
Chat & eMail Administration
This course is designed to provide instruction on setting-up & administering the Agent WorkSpace product. Topics covered include the creation/maintenance of the Knowledge Base, as well as closing codes, and other administrative duties.
Note: This class will usually take 2-4 hours, with approximately ½ of the information conveyed PRE-CUTOVER [of eMail/Chat] to allow for proper configuration.