Table of Contents
Pre-Requisites Easy 10 min
| Topic | Type | Link |
|---|---|---|
| Pre-Requisites | Activity | Go to section |
| Analyzer and Desktop Login Process | Activity | Go to section |
LAB 1: Analyzer User Interface Easy 15 min
| Topic | Type | Link |
|---|---|---|
| 1.1: Analyzer User Interface | Exploration | Go to section |
| 1.2: NEW Analyzer User Interface | Activity | Go to section |
LAB 2: Analyzer Stock reports Intermediate 10 min
| Topic | Type | Link |
|---|---|---|
| 2.1: High-level Contact Center Performance and Usage insights | Exploration | Go to section |
| 2.2: Customer Experience and Queue Performance | Activity | Go to section |
LAB 3: Analyzer Custom reports Intermediate 15 min
| Topic | Type | Link |
|---|---|---|
| 3.1: Create Custom Realtime Agent Report | Activity | Go to section |
| 3.2: Create Custom Realtime Agent Report | Exploration | Go to section |
LAB 4: (BONUS) Data extraction and scheduling Capabilities Intermediate 20 min
| Topic | Type | Link |
|---|---|---|
| 4.1: Export Data as Excel or CSV | Exploration | Go to section |
| 4.2: Visualization Scheduler | Activity | Go to section |
| 4.3: Search APIs | Activity | Go to section |
LAB 5: Auto CSAT score Easy 5 min
| Topic | Type | Link |
|---|---|---|
| 5.1: What is Auto CSAT score? | Exploration | Go to section |
| 5.2: How to setup Auto CSAT feature? | Exploration | Go to section |
| 5.3: Where can the Auto CSAT score be viewed? | Exploration | Go to section |
LAB 6: Topic Analytics Easy 5 min
| Topic | Type | Link |
|---|---|---|
| 6.1: Access the Topic Analytics Portal | Exploration | Go to section |
| 6.2: Review the Topic Collection | Activity | Go to section |
| 6.3: Analyzing Conversations for a Given Topic | Activity | Go to section |
LAB 7: Survey Insights Easy 5 min
| Topic | Type | Link |
|---|---|---|
| 7.1: Agent Login | Exploration | Go to section |
| 7.2: Provide Survey Response | Exploration | Go to section |
| 7.3: Access Survey Response Report | Exploration | Go to section |
| 7.4: Download survey report | Exploration | Go to section |
| 7.5: [OPTIONAL] Configure New Survey | Exploration | Go to section |
| 7.6: [OPTIONAL] Add feedback activity to flow | Exploration | Go to section |
LAB 8: Customer Journey Advanced 15 min
| Topic | Type | Link |
|---|---|---|
| 8.1: Adding a new identity | Activity | Go to section |
| 8.2: Update Desktop layout & Login to dekstop | Activity | Go to section |
| 8.3 [Bonus] Exploring JDS APIs | Activity | Go to section |