ADMIN TRAINING

Get your platform ready to go live!

In this two part series, learn how to:

  • Set up business hours and add in holiday dates
  • Create and modify automation rules based on contact attributes, topics, language detection and priority
  • Manage users, teams and channels (create, grant access, delete)
  • Manage virtual agents (create, define, modify)
  • Manage messages in the queue with SLA policies and system boomerangs
  • Explain to agents how to access and use the knowledge base to save time, and how to apply resolve reasons for better tracking
View Part 1 View Part 2

REPORTS TRAINING

Use data to drive your decisions

  • Monitor agent performance against SLAs
  • Track volume of messages and conversations across social
  • Leverage tags, topics, and resolve reasons to filter data and spot trends
  • Set-up regular exports to meet your reporting needs
View Training Session