The Mass Migration Project offers direct end-user training as well as train-the-trainer sessions. Training requirements and training method will be determined on a group-by-group basis during the functional requirements gathering phase for each group.
Agent Training
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Duration: 1 Hour
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Class Size: 10-12 Agents per session
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Training Content: Agent training classes covers the following new interfaces: Cisco Deskphone, Finesse Agent Desktop and Jabber softphone (optional)
Supervisor Training
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Duration: 2 hours
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Class Size: Up to 10 supervisors per session
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Training Content: Supervisor training covers the following new interfaces: Cisco Deskphone, Finesse Supervisor Desktop, Jabber Softphone (optional), Cisco Unified Intelligence Center (CUIC) and CCE Administration.
Advanced Report Training
Advanced report training needs may be identified through the initial discovery process for certain groups. Advanced training needs and requests will be scoped on a per case basis.
Descriptions of the interfaces included in training can be found in the “Features” overview.
