Dynamic Agent Desktop for Contact Center Administrators

In this three day hands-on course, you will discover the power of the Oracle RightNow Dynamic Agent Desktop as you learn about tools that empower your contact center staff. This training will show you how this solution can deliver high-quality customer experiences consistently across channels, agent pools and geographies, while maximizing productivity and minimizing cost.

Learn To:

• Use technology that guides agents with contextually relevant, just-in-time knowledge.
• Interact with Guided Assistance, a troubleshooting tool that guides agents to the correct resolution.
• Expedite agent ramp-up.
• Ensure that newer agents can solve customer problems like an expert.
• Understand customer interaction scripts, like cross-sell and up-sell offers to drive revenue.
• Use Desktop Workflow, a drag-and-drop workflow engine that steps agents through one or many business processes while automating tasks.

Live Virtual Class Format

A Live Virtual Class (LVC) is exclusively for registered students; unregistered individuals may not view an LVC at any time. Registered students must view the class from the country listed in the registration form. Unauthorized recording, copying, or transmission of LVC content may not be made.

• Technical Administrator
• System Administrator

• Creating Basic Guides
• Using Guides within Guides
• Leveraging Guides in Workspaces
• Using Guides within Answers
• Importing/Exporting Guides

• Creating Basic Scripts
• Enhancing Scripts with Controls and Rules
• Leveraging Scripts in Workspaces
• Formatting Scripts
• Importing/Exporting Scripts

• Creating Basic Workflows
• Enhancing Workflows with Multiple Elements
• Setting Field Values
• Connector Events, Triggers, and Decision Elements
• Assigning Workflows to Profiles
• Isolating Common Business Processes
• Importing/Exporting Workflows

• Target Rules
• Product Catalog
• Promotions

• Associate a guide with a knowledgebase answer
• Create rules governing the use of Guided Assistance in workspaces and scripts
• Extract guides for use in other interfaces
• Create agent scripts
• Use script controls
• Write script rules
• Create complex workflows using multiple elements
• Define trigger events and decision elements
• Create Offer Advisor Targets
• Create Offer Advisor Promotions
• Create a troubleshooting guide using various question and response types