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This self-paced online course is for call center supervisors and team leaders who need to be proficient at searching for and replaying calls within the Viewer application. During this course, attendees will learn about login procedures and roles. They will also become familiar with the browser interface, understand the audit application, explore advanced query filtering, and learn about exporting calls and results lists.

• Navigate the Viewer user interface.
• Relate Viewer features to your users’ needs to accomplish business tasks.
• Search for and replay calls.
• Work with search results to refine your search.
• Use Audio Server (if available) to replay calls over the telephone.

2 hours Onsite (minimum 1 day)

2 hours eLearning / 2 hours Virtual  (0.25 credits)

This self-paced online course introduces you to the Contact Visualizer application. Topics such as searching the database,  replaying calls, creating workspaces, and applying color mapping are covered.

• Identify elements of the CV workspace

• Search the calls database.

• Replay calls.

• Create workspaces.

• Apply color mapping.

• Understand Centralized Archive features and architecture
• Understand Adapter features and architecture
• Configure Centralized Archiving and Adapter for precise storage and replay of recorded calls
• Perform an administrators basic tasks including managing call storage, managing the audio reproduction of calls in storage, and monitoring system activity
• Perform routine maintenance and ongoing maintenance
• Search for and replay recordings in a timely manner
• Troubleshoot and correct issues concerning administration and operation
  

The Platform Training is designed for individuals responsible for maintaining and troubleshooting the Impact 360 Version 10 Platform system from an administrative perspective. This training targets administrators responsible for user administration, system configuration and system maintenance.  Attendees in the class should have advanced IT skills in the area of Windows-based applications, Telecommunications and server-side support network administration, and voice/data administration skills. Departments that have these job functions are usually the following:

• Voice Communications/Telecom
• Help Desk
• Multiple Tiers of Technical Support
• IT and System Engineering

• User Manager Overview
• Managing Groups
• Defining User Role Templates
• Importing Users
• Managing Users
• Searching
• Working in Portal
• Working with Contacts
• Working with Reports
• Architecture Overview
• Acquisition Layer
• Hub Layer
• Data Center Layer
• Application Administration
• System Monitor
• Desktop Installations
• Backup and Restoration
• Maintenance

Duration

3 Days (3 credits)

This classroom-based course covers delta training from 7.7.1 to 7.8.1 for Recorder and Quality Monitoring. This course will explain additional features as well as changes to the platform.

•  PCI Encryption,
• Integration Framework (Unify replacement),
• 100% ScreenCapture
• Enterprise Manager.
• Students will install these applications, configure them from scratch, record calls using new Integration Framework, record calls with new 100% ScreenCapture
• Learn troublehsooting steps while installing and supporting the application
• learn about Enabling different areas of Encryption such as Data at Rest and Data in Transit for both Recorder and Quality Monitoring.
  

Description

This course explores in depth the infrastructure, configuration  and administration of the Compliance Recorder solution and associated components

Suggested Attendees: This course is designed for all those who require an in-depth understanding of the solution including customer and partner support and engineering personnel.

• • Overview, Architecture & Services
  • Environment Pre-requisites
  • Structure and Storage of Recordings
  • Installation
  • Recorder Manager and Recorder Configuration
  • Alarms and Notifications
  • Archiving
  • Unify
  • Creating and Administrating Users
  • Troubleshooting Tools
  • Enterprise Manager for Centralized Administration
  • Navigating Contact Viewer and the Audit Function
  • Contact Viewer Security, Roles and Users
  • Building and Publishing Queries
  • Controlling Call Replay and export

This course is designed for personnel responsible for Quality Monitoring Server. LAN administrators, network analysts, and individuals with related functions will benefit from this program.  The course provides an in-depth exploration of the Quality Monitoring software components. It also addresses how the Quality Monitoring server interacts with other network components, and how to effectively use troubleshooting techniques.

• Voice and Data Connectivity 
• System Architecture Overview
• Client Feature Architecture
• Contacts and Content Processes
• System Administration
• Enterprise Reporting
• Recording Interactions
• BDR and eRecorder Troubleshooting
• Diagnostic Tools
• General Troubleshooting

This course is focused on individuals responsible for setting up and maintaining the Quality Monitoring database and related components, typically Administrators.  This course will prepare the student to set up the hierarchy of your call center, create login ID’s, establish security access, initiate call monitoring and populate the various QM database tables.

• Establish and maintain the structure and hierarchy of your organization’s system and data by creating roles
• Maintain a Quality Monitoring recording system by adding users and configuring their access to the system
• Enhance user accessibility by grouping users based on common criteria
• Create and manage contact folders to organize contacts
• Administer all of your organization’s contacts
• Create and manage business rule folders
• Translate your organization’s business goals into Quality Monitoring business rules
  

• Familiarize yourself with forms and evaluations
• Plan a form based on given guidelines
• Develop a functional form in the Quality Monitoring System
• Work with Global Question and Global Answer features
• Create Summary and Dynamic sections
• Customize your forms
• Export and import forms
• Work with evaluation folders
• Create and manage evaluations

Description

This course covers all aspects of Ad Hoc Reporting with Quality Monitoring. This includes an overview of reports, how to run the reports and an explanation of the data that is displayed on each report. The course then moves on to explain the powerful functionality of the Ad-Hoc reporting tool to build, execute and display custom reports.

Objectives

• Introduction to Ad-Hoc Reporting
• Working with Ad-Hoc Reports
• Best Practices and Troubleshooting

Duration

0.5 Day (0.5 credits)

Delivery method

Virtual

• Introduction to Business Rules
• Creating Schedule-Based Business Rules
• Creating Agent Randomizer Business Rules
• Creating Event-Based Business Rules
• Working with Business Rules
• Working with Business Rules Folders
• Practical Applications of Business Rules

Description

This course covers all aspects of the reports that come standard with Quality Monitoring. This includes how to run the reports and an explanation of the data that is displayed on each report. The course then moves on to explain the powerful functionality of the Ad-Hoc reporting tool to build, execute and display custom reports.  This course is aimed at anyone who will be responsible for creating reports to gauge the success of their contact center.

Topics

• Introduction to Enterprise Reporting
• How Enterprise Reporting works
• Accessing Enterprise Reporting
• Working with Standard Reports
• Executing Standard Reports
• Understanding the QM Meta Model
• Working with Ad Hoc Reports
• Creating Custom Ad Hoc Reports
• Executing Custom Reports
• Administrative Features

Duration

0.5 Day (0.5 credit)

Delivery method

Virtual

Description:

This course is designed for individuals responsible for maintaining the Impact 360 Version 10 system from an administrative perspective in terms of basic user administration, ongoing system configuration and system maintenance.

Objectives:

• Application Overview
• Architecture Overview
• About the Acquisition Layer
• About the Hub Layer
• About the Data Center Layer
• About the Telephone Playback Manager
• Server Application Administration
• Toolbox Application Administration
• System Monitor
• Desktop Installations
• Backup and Restoration
• Maintenance
• Security
  Frequently Asked Troubleshooting

Duration

Delivery Method:

Classroom

Description

This course is designed for administrative users responsible for setting up and maintaining users and groups in the Impact 360 Version 10 system

Topics

• Portal Application Overview
• User Manager Overview
• Implementing an Organizational Structure
• Managing Groups
• Defining User Roles Templates
• Importing Users
• Managing Users
• Searching
• Customizing the Inbox
• Troubleshooting Scenarios

Duration

1 Day  (1 credit)

Delivery method

Classroom

Description

This course focuses on setting up an organizational hierarchy using groups in the User Manager application of the Quality Monitoring and Analytics Platform. Users also learn how to streamline the process of defining user roles and system access privileges, import users from Windows domains, and copy details from a user to one or more users.

Duration

1 day  (1 credit)

Delivery method

Classroom

Description

This course covers all aspects of Ad Hoc Reporting with Quality Monitoring. This includes an overview of reports, how to run the reports and an explanation of the data that is displayed on each report. The course then moves on to explain the powerful functionality of the Ad-Hoc reporting tool to build, execute and display custom reports.

Objectives

• Introduction to Ad-Hoc Reporting
• Working with Ad-Hoc Reports
• Best Practices and Troubleshooting

Duration

0.5 Day (0.5 credit)

Delivery method

Virtual

Description

This course is designed for individuals who are responsible for maintaining the Speech Analytics 10.2 system in a version 10 environment. It covers basic user administration, configuration and ongoing management and maintenance.

Objectives

• Describe Speech Analytics (SA) components and their functions

• Work with Speech Analytics management tools

• Create and/or edit SA instances and transcription rules that control the type and percentage of contacts to transcribe

• Monitor and maintain the system

Duration

0.5 Day (0.5 credit)

Delivery method

Virtual

Description

This course, for Speech Analytics System Administrators, explains how to configure, manage and maintain Speech Analytics 10.2 in a version 7 environment. Topics include configuring  and managing the extraction process, managing users and managing the Speech Analytics application.

Objectives

• Configure and manage the process of extracting contact information from your recording system



• Create and manage Speech Analytics users with the User Manager application



• Configure, manage and maintain the Speech Analtyics application in a version 7 environment

Duration

2 Days (2 credits)

Delivery method

Classroom

Description

This course is intended for administrators who are responsible for designing and creating evaluation forms.

Topics

• Working with Form Designer
• Creating Forms
• Creating Form Components
• Defining Scores and Rules
• Sharing Data Between Forms
• Managing Forms

Duration

1 Day  (1 credit)

Delivery method

Classroom

Description

The Partner Enablement Course is designed to meet the needs of partner organizations delivering Verint Workforce Management solutions to customers in EMEA.

This 5-Day course is organized into 2 modules which can be attended independently of each other to allow partners to acquire the knowledge which is relevant to them.

Topics

Module 1 – Application Usage

Audience:      Pre-Sales, Sales, Implementation Consultants

Content:       This module provides a detailed overview of all of the Verint WFM products and discusses the Project Implementation methodology employed in delivering a successful implementation.

1) Project Implementation Methodology

2) Forecasting, Scheduling & Strategic Planning

3) Web-Enabled Self-Service

Module 2 – Technical Enablement

Audience:      Installation Engineers, Technical Support

Content:       This module provides thorough instruction on the installation and technical aspects of supporting the Verint WFM solution

1) Technical Architecture and Product Installation

2) Back End Applications & Troubleshooting

Duration

Module 1 – Application Usage

Duration:       3 Days

Module 2 – Technical Enablement

Duration:       2 Days

Delivery method

Classroom

Objectives:

• Framework Overview
• Security and User Management
• Optimizing Application Performance
• Data Source Administration
• Integrations

Delivery Method:

Classroom

Duration:

2 days (2 credits)

Objectives:

Delivery Method:

Classroom

Duration:

2 days (2 credits)

• Describe the functionality and components of Content Producer

• Understand the different types of projects

• Learn how to use the different capture modes

• Perform basic navigation techniques

• Manage clips and slides

• Add objects to slides

• Work with cursors and cursor movements

• Add interactions

• Use audio components

• Publish clips

• Manage clip files

• Use Content Producer Editor

• Upload clips to Lesson Management (optional)

Description

This course is targeted towards contact center managers and supervisors who need to review the activity and results of their customer feedback implementation. During the class, participants will learn how to navigate through the Customer Feedback application, read the various reports, and understand the alert and workflow processes.

Topics

• Introducing Customer Feedback
• Basic Navigation
• Using the Windshield
• Running Reports
• Reading Reports
• Defining Alert Generators
• Defining Workflows
• Reviewing Alerts and Workflow Tasks
• Using the Enterprise Performance Management module

Duration

0.25 days (0.25 credits per person)

Delivery method

Virtual

Description

This course is targeted towards contact center application administrators who need to maintain the users and functionality of the customer feedback implementation. During the class, participants will get an overview of the solution, learn how to manage users and surveys, and administer the various modules of the application.

Topics

• Course Overview
• User Management 
• Actionable Results module
• Survey Management
• Enterprise Performance Management module
• Service Quality Management module
• Reporting

Duration

0.5 days (0.5 credits per person)

Delivery method

Virtual

Description

This course is targeted towards contact center managers and supervisors who need to review the activity and results of their customer feedback implementation. During the class, participants will learn how to navigate through the Customer Feedback application, read the various reports, and understand the alert and workflow processes.

Topics

• Introducing Customer Feedback
  
  
• Basic Navigation
  
  
• Using the Windshield
  
  
• Running Reports
  
  
• Reading Reports
  
  
• Defining Alert Generators
  
  
• Defining Workflows
  
  
• Reviewing Alerts and Workflow Tasks
  
  
• Using the Enterprise Performance Management module

Duration

0.25 days (0.25 credits per person)

Delivery method

Virtual

Description

This course is targeted towards contact center application administrators who need to maintain the users and functionality of the customer feedback implementation. During the class, participants will get an overview of the solution, learn how to manage users and surveys, and administer the various modules of the application.

Topics

• Course Overview
  
  
• User Management 
  
  
• Actionable Results module
  
  
• Survey Management
  
  
• Enterprise Performance Management module
  
  
• Service Quality Management module
  
  
• Reporting

Duration

0.5 days (0.5 credits per person)

Delivery method

Virtual

This course covers installing and configuring Verint Contact Store for Communication Manager. This includes an architecture overview, installing and creating ContactStore for Communication Manager, adding Quality Monitoring and Centralized Archiving and troubleshooting.

Topics

• ContactStore for Communication Manager Overview
• ContactStore for Communication Manager Architecture
• Avaya System Configuration
• Installing an Enterprise Contact Store  
• Commissioning an Enterprise ContactStore
• Creating a Site Environment
• Creating an Enterprise Environment with Viewer and eWare
• Adding Quality Monitoring
• Installing and Configuring Centralized Archiving
• Implementing System Security
• Troubleshooting

Description

This course provides an interactive, hands-on seminar, designed to ensure the successful roll-out of the ULTRA solution.  Users and administrators will have the tools that they need to effectively use, manage and support the system.

 Topics

• Business Applications
• Application Administration
• System Administration

Duration

 3.5 days  (4 credits)

Delivery method

Classroom

Description:

This course is intended for administrators who are responsible for designing and creating evaluation forms.

Objectives:

• Working with Form Designer
• Designing a Form
• Creating Forms
• Creating Form Components
• Defining Scores and Rules
• Sharing Data Between Forms
• Finalizing Your Form
• Managing Forms
  

Duration

1 Day (1 credit)

Delivery Method:

Classroom

Description:

This course is designed for individuals responsible for maintaining the Impact 360 Version 10 system from an administrative perspective in terms of basic user administration, ongoing system configuration and system maintenance.

Objectives:

• Application Overview
• Architecture Overview
• About the Acquisition Layer
• About the Hub Layer
• About the Data Center Layer
• About the Telephone Playback Manager
• Server Application Administration
• Toolbox Application Administration
• System Monitor
• Desktop Installations
• Backup and Restoration
• Maintenance
• Security
• Frequently Asked Troubleshooting

Duration

Delivery Method:

Classroom

Description

This course is designed for administrative users responsible for setting up and maintaining users and groups in the Impact 360 Version 10 system

Topics

• Portal Application Overview
• User Manager Overview
• Implementing an Organizational Structure
• Managing Groups
• Defining User Roles Templates
• Importing Users
• Managing Users
• Searching
• Customizing the Inbox
• Troubleshooting Scenarios

Duration

1 Day  (1 credit)

Delivery method

Classroom

This course provides front-line supervisors with the information and practical skills needed to fully utilize the Balance software and improve call center operations. Valuable operational guidelines such as live monitoring, replaying and evaluating contacts, and reporting are covered. This course is the foundation for affecting change in your call center and positively impacting the quality of service provided by your agents.

• Getting Started 
• Ways to Record Contacts
• Live Monitoring
• Evaluations and Forms 
• Graphs and Reports
• Replaying Contacts from Call Bucket
• Replaying Contacts from Journal Files
• Moving Calls
• Additional Features

This course provides front-line supervisors with the information and practical skills needed to fully utilize the Balance software to improve call center operations. The course will provide valuable operational  guidelines that will improve your return on your Witness Systems investment. This course is the foundation for affecting change in your call center and positively impacting the quality of service provided by your agents.

• Logging in to Balance 
• Customizing Columns 
• Initiating a Live Monitor Session
• Searching for a Contact
• Copying Contacts
• Moving Contacts
• Deleting Contacts
• Creating an Evaluation
• Printing an Evaluation
• Renaming an Evaluation
• Modifying an Evaluation
• Deleting an Evaluation
• Introduction to Reports
• Working with Reports

This course is designed for personnel responsible for maintaining the eQuality Balance server. LAN administrators, network analysts, and individuals with related functions will benefit from this program. The course provides an in-depth exploration of the eQuality Balance software components. It also addresses how the eQuality Balance server interacts with other network components, and how to effectively use troubleshooting techniques and tools from a networking perspective. This class is part of a standard implementation package. An IT background is a prerequisite for this class. 

• Voice and Data Connectivity 
• System Architecture Overview
• Client Feature Architecture
• Contacts and Content Processes
• System Administration
• Recording Interactions
• BDR and eRecorder Troubleshooting
• Diagnostic Tools
• General Troubleshooting

This course is focused on individuals responsible for setting up and maintaining the eQuality Balance database and related components. Administrators and alternate administrators should attend. This course will prepare the student to set up the hierarchy of your call center, create login ID’s, establish security access, initiate call monitoring and populate the various eQuality database tables. This class is part of a standard implementation package.

• Using eQuality Administration:  Key Components 
• User Administration:  Managing Roles, Users, and Groups
• Contacts:  Working with Contacts
• Business Rules:  Creating and Working with Business Rules

This course is designed for individuals who will administer the eQuality Balance application and/or manage quality assurance in the call center. Students learn the mechanics of building a customized online form. They will also gain a thorough knowledge of evaluating and selecting scoring options, creating answer schemes, and the power of dynamic sections. The skills learned in this course will enable the attendee to successfully create multiple types of practical and useful evaluation forms. This class is part of a standard implementation package.

• Getting Started 
• Creating a Header Section 
• Adding Questions to Forms 
• Working with the Global Pools
• Creating Dynamic Sections
• Customizing Forms
• Creating Summary Sections
• Working with Form Security
• Exporting and Importing Forms
• Working with Evaluation Folders
• Working with Evaluations
• Creating Evaluations
• Introduction to Reports
• Working with Reports

This course is designed for personnel responsible for maintaining the Quality Monitoring server. LAN administrators, network analysts, and individuals with related functions will benefit from this program. The course provides an in-depth exploration of the Quality Monitoring software components. It also addresses how the Quality Monitoring server interacts with other network components, and how to effectively use troubleshooting techniques and tools from a networking perspective. This class is part of a standard implementation package. An IT background is a prerequisite for this class. 

• Voice and Data Connectivity 
• System Architecture Overview
• Client Feature Architecture
• Contacts and Content Processes
• System Administration
• Enterprise Reporting
• Recording Interactions
• BDR and eRecorder Troubleshooting
• Diagnostic Tools
• General Troubleshooting

• Overview of Quality Monitoring
  
• How forms fit into the evaluation process
  
• Overview of creating forms
  
• Designing and planning functional forms
  
• Creating Form Sections
  
• Previewing Forms
  
• Form security
  
• Working with evaluations
  
• Overview of reports

Description

This course covers all aspects of the reports that come as standard with QM. This includes how to run the reports and an explanation of the data that is displayed on each report. The course then moves on to explain the powerful functionality of the Ad-Hoc reporting tool to build, execute and display custom reports.  This course is aimed at anyone who will be responsible for creating reports to gauge the success of their call center.

Topics

• Introduction to Enterprise Reporting
  
• How Enterprise Reporting works
  
• Accessing Enterprise Reporting
  
• Working with Standard Reports
  
• Executing Standard Reports
  
• Understanding the QM Meta Model
  
• Creating Custom Ad Hoc Reports
  
• Executing Custom Reports
  
• Administrative Features

Duration

1 day

Delivery method

Classroom/Virtual

Description

This course provides front-line supervisors with the information and practical skills needed to fully utilize the Quality Monitoring software to improve call center operations.  This course is the foundation for affecting change in your call center and positively impacting the quality of service provided by your agents.

Topics

• Introduction to Quality Monitoring
• The different methods of recording
• Logging in and out of QM
• Logging off Agents
• Customizing Contacts Lists
• Replaying and annotating
• Launching Lesson Management
• Creating an Evaluation
• Managing evaluations
• Running Reports
  

Duration

4 hours Onsite (minimum 1 day)

4 hours eLearning  (0.5 credits)

4 hours Virtual  (0.5 credits)

Delivery method

Onsite / eLearning / Virtual

Description

This course covers the infrastructure, installation and configuration of the Compliance Recorder (TDM & IP) with Enterprise Manager (7.7). This course includes configuration of Viewer (7.7), the browser based replay application.

This course is designed for all those who require an in-depth understanding of the Compliance Recording solution including systems engineers and customers’ technical support staff.

• Solution Overview and Architecture
• TDM & IP recording considerations
• Hardware and software pre-requisites
• Installation options, settings and configurations
• Managing the Compliance Recorder with Recorder Manager
• Configuration and security settings for the Compliance Recorder, Enterprise Manager and Viewer
• Troubleshooting, services, dependencies, alarms, notifications and utilities

This course teaches participants how to configure TDM/IP Recorder components and alarms using the Recorder Manager management tool, and how to manage multiple recorders in an organization using another powerful management tool, the Enterprise Manager. The course also details system administration maintenance procedures and troubleshooting.

• New user interface
• Operational and advanced packaging
• Enhanced Contact Management
• Enhanced Evaluations
• Enhanced Reporting
• eLearning integration
• New security roles for access to eLearning
• Ability to launch eLearning during contact replay
• Workforce Management (WFM) integration
• Ability to live monitor and playback from WFM
• Changes to Balance folders in the Interactions application for WFM
• Security on WFM folders
• User Administration for WFM users
Standalone Implementations of Balance
• How to search for reviewed/unreviewed contacts
• How to save search criteria for reuse
• Where you can use drag and drop functionality within the Interactions and Evaluations applications
• How to check spelling on forms and evaluations
• How the system prompts you save your evaluations before exiting
• How a printed evaluation now has the same look and feel as the Enterprise Reporting Agent Evaluation Report
• How to set up security permissions for access to Reporting
• How to create customized reports
• Question and answer review to reinforce concepts learned
Quality Monitoring Packages
• How to set up security permissions for access to eLearning
• How to launch eLearning during contact playback
• How to live monitor and play back contacts in the Adherence view from WFM
• How the Interactions application changes for WFM integrations
• Question and answer review to reinforce concepts learned

• Introduction to Business Rules
• Creating Schedule-Based Business Rules
• Creating Agent Randomizer Business Rules
• Creating Event-Based Business Rules
• Working with Business Rules
• Working with Business Rules Folders
• Practical Applications of Business Rules

This course will benefit individuals who manage media and administer the Archive system. The course addresses monitoring Archive via the web interface, scheduling of archiving and maintenance, and investigating Archive event logs. Students will also learn to configure storage devices, media, media packs, rules, and campaigns.

Topics

-Understand ContactStore Archive features and architecture
-Understand Adapter features and architecture
-Configure ContactStore Archive and Adapter for precise storage and replay of recorded calls
-Perform an administrators basic tasks including managing call storage, managing the audio reproduction of calls in storage, and monitoring system activity
-Perform routine maintenance and ongoing maintenance
-Search for and replay recordings in a timely manner
-Troubleshoot and correct issues concerning administration and operation

Duration

0.5 days  (0.5 credits)

Delivery method

Virtual

• Introduction to Quality Monitoring
• Key components of QM Administration
• Creating Users 
• Administering Users
• Managing Roles, Users and Groups
• Working with Contacts
• Creating Business rules
• Modifying Business Rules
  

This course is designed for personnel responsible for installing the Quality Monitoring server. This class is part of a standard implementation package. An IT background is a prerequisite for this class. 

• 
  

  • Voice and data connectivity

  
  
  

  • System architecture overview

  
  
  

  • Client feature architecture

  
  
  

  • System server Installation

  
  
  

  • Diagnostic tools