Training Paths

Use these training paths to onboard new staff. Each path is an ordered checklist of User Manual pages to read and screencasts to watch, with an estimated time. It ends with what the person should be able to do, so a trainer can check they are ready.

How to use a path

• Work through the steps in order. Each step builds on the one before.
• Watch the screencast on each page, then repeat the task yourself on your company's site. A training or test site is best, if your company has one.
• Times are estimates for reading, watching and trying it once.
• Paths build on each other: a supervisor usually does the Agent path first, and a manager usually knows the Agent and Supervisor paths.

Path	For	Time
Agent	People who take and place calls and answer texts	About 3 hours
Supervisor	Team leads who watch the floor and help on calls	About 2 hours, after the Agent path
Manager	People who build the CRM and the contact center	About 2 days
Administrator	People who run the site, users and providers	About 1 day
AI content manager	People who build and look after the AI assistants	About 1 day

Agent

Time: about 3 hours.

1. The basics (20 minutes)
   • Read Finding your way and watch the tour screencast.
   • Read Roles and permissions, so you know what to ask for when something is missing.
2. Your phone (30 minutes)
   • Install the phone: Browser extension and Windows app.
   • Learn its tabs and audio settings: Soft phone, with its screencast.
3. Your shift (40 minutes)
   • Sign in to queues and campaigns, and set your presence: Agent workspace. Watch the sign-in, workspace and agent bar screencasts.
   • Learn the reasons you can pick when you step away: Agent states (the What agents see part).
4. Calls (40 minutes)
   • Dial numbers and extensions, answer, hold, transfer and conference: Placing and handling calls. Watch the queue call screencast.
   • If you work a dialer campaign: watch the preview and power dialing screencasts on Dialer profiles.
   • Record your greeting and listen to messages: Voicemail.
5. Contacts and activities (40 minutes)
   • Find contacts by name or phone number: Contacts.
   • Work and complete activities, and log inbound calls: Activities, with its three screencasts.
   • If your company uses leads: Leads, accounts and opportunities (Work with leads and Convert a lead).
6. Text messages (30 minutes, if you answer texts)
   • Work the inbox, claim, transfer and close conversations, start new ones and use templates: Messaging workspace, with its screencasts.

You are ready when you can:

• open the soft phone, sign in to your queues and campaigns, and set yourself Available and on a break;
• accept an offer, put a caller on hold, transfer a call blind and warm, and hang up;
• complete an activity with the right disposition and notes, and leave wrap-up;
• find a contact by phone number and log an inbound call against them;
• record your voicemail greeting and play your voicemail;
• claim, answer, transfer and close a text conversation.

Supervisor

Time: about 2 hours, after the Agent path.

1. Your access (10 minutes)
   • Check you have an entitlement record with the queues you supervise: the Supervisors need entitlements too note on Skills and agent entitlements.
2. The floor (40 minutes)
   • Read the dashboard and step into live calls: Live dashboard, with its screencast.
   • Learn the reason codes your agents pick: Agent states.
3. Shared voicemail (15 minutes)
   • Claim, call back and finish team messages: Voicemail (Shared voicemail).
4. Work and reports (40 minutes)
   • Run, filter and export reports: Reports, with its screencast. Use the Which report answers which question table.
   • Reassign or reschedule work in bulk: Managing activities in bulk.
5. Texting (15 minutes, if your team answers texts)
   • Send broadcasts and manage templates: Messaging workspace (Templates and Broadcasts).

You are ready when you can:

• find a busy queue and an agent on a call on the live dashboard, and filter the agent board;
• listen to a call, whisper to the agent, and stop;
• change an agent's state or sign them out of queues, if your role allows it;
• claim and finish a shared voicemail;
• run the queue and agent reports for last week and export them;
• reassign a group of activities to another agent.

Manager

Time: about 2 days. Do the steps in this order: each screen uses what the earlier ones created.

1. Orientation (1 hour)
   • Read Finding your way, Roles and permissions and the use cases that match your goals.
2. The CRM (3 hours)
   • Contacts: set up the contact type, then import and export contacts.
   • Leads, accounts and opportunities, if you use leads.
   • Subjects, Dispositions and Subject flows: what each conversation is about, its outcomes, and what happens next. Watch all their screencasts.
   • Campaigns.
   • Omnichannel addresses: your numbers and who calls and texts from each.
3. Loading and managing work (2 hours)
   • Load activities: manual and dialer loads.
   • Activities: what your agents do with them.
   • Managing activities in bulk.
   • Numbers not in service.
4. The contact center (4 hours)
   • Business hours.
   • Queues, Skills and agent entitlements and Agent states.
   • Voice media, then Entry points and IVR menus, with the call, text and IVR screencasts.
   • Dialer profiles and Extensions.
5. Automation (2 hours)
   • Automated AI SMS and voice and Cadences, if you use AI outreach.
   • Contact Center workflows.
6. Results (1 hour)
   • Reports and the Live dashboard.
   • Do the Supervisor path if you also lead a team.

You are ready when you can:

• import a contact list and check what was skipped;
• create a subject with its dispositions and a subject flow that schedules a follow-up;
• add a number, a queue with business hours, and an entry point that routes the number's calls to the queue;
• give an agent queues, campaigns and skills;
• create a dialer profile and load a dialer campaign that agents can sign in to;
• reassign or cancel work in bulk, and read the campaign reports.

Administrator

Time: about 1 day.

1. The site (1 hour)
   • Finding your way and Features and settings.
2. People and access (2 hours)
   • Users and Roles, with Roles and permissions for the built-in Agent and Supervisor roles.
   • Content access control, if some records are private to certain roles.
3. Phone and SMS (2 hours)
   • Phone and SMS setup.
   • Browser extension and Windows app (Before you start), and the administrator options on Soft phone.
   • Contact Center settings: recording, default numbers, transfers and secure data capture.
4. Data and compliance (2 hours)
   • Import and export and Content fields.
   • Do-not-call lists and Phone number verification.
   • Time zones.
5. What your staff will ask (1 hour)
   • Troubleshooting.

You are ready when you can:

• turn on the features for a use case, and say which pages cover them;
• create a user, give them the Agent role and the soft phone permission, and check what they see;
• connect the phone and SMS providers and choose the default caller ID;
• turn on call recording with your company's consent rules;
• set up the do-not-call registries every import must check;
• answer a "why can't I see..." question using Troubleshooting.

AI content manager

Time: about 1 day.

1. The basics (1 hour)
   • AI Assistant overview and AI connections: which AI services your site talks to.
2. Profiles (2 hours)
   • AI profiles: create profiles from a starting point, and set their instructions.
   • Prompt templates.
   • AI chat and Chat interactions: try your profiles.
3. Knowledge and tools (2 hours)
   • Knowledge: documents and data sources the AI answers from.
   • Tools and agents and Memory.
4. Putting the AI to work (2 hours)
   • Chat widgets: the assistant on your website and on admin pages.
   • Automated AI SMS and voice: AI that texts and calls customers, and answers your numbers.
   • AI workflows.
5. Results (1 hour)
   • AI analytics, and the AI handoff & containment report on Reports.

You are ready when you can:

• create a chat profile from a starting point and test it in the admin chat;
• attach documents or a data source so the profile answers from company knowledge;
• put the assistant on the website;
• set an AI profile to answer a number's texts or calls;
• read the AI analytics and find conversations the AI handed to a person.