Academy 01 – Agent Application – Layout & Basics
Academy 02 – Agent Application – Lookup, Customer details, Activity History
Academy 03 – Agent Application – Lookup: Outbound dialing
Academy 04 – Agent Application – Inbound call, call controls & close task
Academy 05 – Agent Application – Agent to Agent Consult & Conference
Academy 06 – Agent Application – Other consult scenarios
Academy 07 – Agent Application – Transfers