Administrators build the world that agents and supervisors live in, ensuring every interaction finds the right person at the right time.
65470V – Avaya Infinity™ Agent Hands-on Workshop
This session is designed to simulate the real world and prepare you to succeed when using the Avaya Infinity Desktop.
Course Duration
90 Minutes
Course Overview
This immersive, hands-on lab is designed to build your confidence fast and risk-free using our pre-configured lab environment. In just 90 minutes, students will not sit through theory, but at the start of the session, they will log in, take contacts, collaborate, transfer, wrap up, and manage real-time activity inside the Avaya Infinity Desktop Agent environment.
Key Learning Objectives
- Log in and configure the Avaya Infinity Desktop Agent workspace.
- Manage customer interactions across voice, chat, and email channels.
- Monitor real-time activity during live customer interactions.
- Handle multiple simultaneous conversations efficiently.
- Transfer interactions and collaborate with other agents when required.
- Complete wrap-up and after-contact work accurately.
- Review customer interaction history and journey details.
- Apply best practices for efficient multi-channel customer service operations.
65470V – Avaya Infinity™ Agent Hands-on Workshop
Your Gateway
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- Course Code: 65476V
- Delivery Mode: ILT, VILT
- Technology: Infinity
65473V – Avaya Infinity™ Supervisor Hands-on Workshop
- Course Code: 65473V
- Delivery Mode: ILT, VILT
- Technology: Infinity
This immersive, 3-hour hands-on lab is designed for supervisors who need to confidently monitor teams, manage live interactions, and make data-driven operational decisions using the Avaya Infinity Platform.
Avaya 61132V – Administering Avaya Aura® System Manager
- Course Code: 61132V
- Delivery Mode: ILT, VILT
- Technology: Administration
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Avaya 61452V – Administering Avaya Aura® Communication Manager
- Course Code: 61452V
- Delivery Mode: ILT, VILT
- Technology: Administration
This 5-day Virtual Instructor-Led course is designed for individuals responsible for administering and carrying out day to day administration tasks on Avaya Aura® Communication Manager.
Avaya 70051V – Implementing and Supporting Avaya Experience Portal and Proactive Outreach Manager
- Course Code: 70051V
- Delivery Mode: ILT, VILT
- Technology: Implementation
This 5-day Virtual Instructor-Led course is designed for individuals responsible for implementing and supporting Avaya Aura® Experience Portal and Proactive Outreach Manager.
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- Course Code: 71202V
- Delivery Mode: ILT, VILT
- Technology: Integration
This 5-day course Virtual Instructor led is intended for technicians who are new to Avaya Aura and will be responsible for the implementation and integration of the Core products in the Avaya Aura Solution.