Zeacom Administration Training

Welcome to Zeacom!

• Voice Messaging Administration• Contact Center Administration

– Departments, Queues, Agent Login Classes, Announcements, Agents, Operators

• Zeacom system architecture, licensing and modules• Zeacom Applications

– Administrator, Desktop, Console, Executive Insight

• Security and Troubleshooting• Reporting

Course Topics

Zeacom System Integration

Skills Based Routing Strategy

Kiwi Nutrition

Queue

KiwiAgents

0 - 5

BlueberryAgents45 - 4

Supervisors120 - 3

Delay can be configured so that as the calls age, more agents are made available to take the call.

Priority can be used to ensure the call goes to the highest skilled agent if two agents become available at the same time.

ZCC Terminology

Basic Call Flow Example

Contact Center Diagram (Announcements)

Contact Center Diagram (Query Call)

Contact Center Diagram (Progress, Callback, Wrapup)

• Log into the Zeacom online training platform at zeacom.litmos.com and view your course pre- and post-requisites

• Visit www.zeacom.com/training-resources for training documentation

• Visit the Zeacom extranet at www.zeacom.com for:– Quick Reference Guides– Online tutorials– Recorded webinars– Module and Licensing tool

Questions?