Apply upfront configurations and understand management interfaces.       

Setup agent scripts and self-service content for production launch. 

Quickly get your trainers up to speed and ready for service delivery.

Evolve your agent performance by analyzing and optimizing your process.

Streamline your agent processes by integrating your agent desktop applications.

Who should attend?


Process Owners and Content Creators

Supervisors / Coaches

Managers and Analysts

 Managers and IT Staff


1 Hours

 1.5 Hours

1.5 Hours

1 Hour

 1.5 Hours


  • Admin and Agent User Experience
  • User Roles
  • Managing Users, Teams, Skills
  • Connect Pages, Calling Cards
  • Branding                 
  • Managing Fields          
  • Push URLs  
  • Session Transfers
  • Access Control
  • Sandbox Environment

  • Guided Paths Overview
  • Guided Path Design Elements and Publishing
  • Categories, Paths, Steps, Actions
  • Branding
  • Team Permissions
  • Pre-Design Considerations      
  • Design Considerations     
  • Content Category Considerations
  • Working Examples                 

  • Service Delivery Overview 
  • Agent User Flow               
  • Customer Search              
  • Session Lifecycle (New, Assign, Close)
  • Category and Guided Path Selection
  • Establishing Remote Control
  • Client Toolbar Features
  • Guided Paths for Windows Client
  • Multi-Guided Path Sessions         
  • Activity Log                 
  • Service Reports and Leave-Behinds
  • Remote Control Recordings
  • SeeSupport

  • Analytics Overview           
  • Definition of Terms            
  • Service Delivery Reports
  • Guided Path Reports        
  • Device Reports                 
  • Custom Reports               
  • Data export                 
  • Integration Overview
  • Portal UI Integration and Authentication
  • Access Points and Event Notifications
  • REST API and Test Console
  • External Step Content
  • Guided Path Applications
  • SDKs for JS, iOS, and Android

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