RingCentral Training Services: RingCentral Contact Center ... Training overview This course introduces
RingCentral Training Services: RingCentral Contact Center ... Training overview This course introduces

RingCentral Training Services: RingCentral Contact Center ... Training overview This course introduces

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  • RINGCENTRAL® DATASHEET | RINGCENTRAL CONTACT CENTER™ ADMINISTRATOR BASICS

    1

    RingCentral Training Services: RingCentral Contact Center™ Administrator Basics

    Learn the fundamental principles of RingCentral Contact Center administration and agent monitoring from the administration and supervisor consoles.

    Course objectives

    • Manage agent access to Contact Center.

    • Modify service level settings for skills.

    • Update unavailability codes for teams.

    • Maintain stations within the Contact Center ecosystem.

    Training overview

    This course introduces essential RingCentral Contact Center concepts and provides participants with the knowledge to understand ACD/routing and user administration fundamentals. Participants will learn to navigate the administration console;

    manage campaigns, skills, and ACD settings; and monitor agents with built-in reporting and dashboards available in the supervisor console.

  • RINGCENTRAL® DATASHEET | RINGCENTRAL CONTACT CENTER™ ADMINISTRATOR BASICS

    341360133 06/2019

    RingCentral, Inc. 20 Davis Drive, Belmont, CA 94002. ringcentral.com

    © 2019 RingCentral, Inc. All rights reserved. RingCentral, RingCentral Office, and the RingCentral logo are trademarks of RingCentral, Inc. Other third-party marks and logos displayed in this document are the trademarks of their respective owners.

    For more information, please contact a sales representative. Visit ringcentral.com or call 855-774-2510.

    RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect from any location, on any device, and via any mode. RingCentral provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world.

    RingCentral Contact Center Administrator Basics—Scope of Training*

    Cost $800

    Training delivery Virtual

    Duration 2 hours

    Level Basic

    Who should attend All administrators who are responsible for setting up and managing their company’s Contact Center platform

    *Note: This course is available for both the Classic and User Hub editions.

    Agenda

    Introduction to Contact Center

    • Central admin console

    – Introduction to the admin console

    – Accessing the admin console (Central/User Hub)

    – Routing/ACD menu

    - Campaigns - Introduction to campaigns - Creating campaigns - Editing campaigns

    - Skills - Introduction to skills - Creating a single skill - Outbound skills versus inbound skills - Modifying skills

    - Priority management while in queue - Service level - Post contact options

    - Users - Dispositions - Tags

    - Hours of operation • ACD settings

    – Unavailability codes

    – Stations

    • User administration

    – Team overview

    – User

    Supervisor console

    • Introduction to supervisor

    • Using supervisor

    • Dashboards

    Overview of RingCentral Support and resources

    • RingCentral University

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