This session is designed to simulate the real world and prepare you to succeed when using the Avaya Infinity Desktop. ,
65473V – Avaya Infinity™ Supervisor Hands-on Workshop
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.
Course Duration
3 Hours
Course Overview
Supervisors keep the contact center running smoothly while protecting both agent performance and customer experience.
Key Learning Objectives
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Monitor agent activity and queue performance in real time.
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Manage workloads by logging agents into or out of queues.
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Observe and analyse live voice and chat interactions.
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Provide real-time coaching to agents using private messaging tools.
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Join or take over customer interactions when escalation is required.
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Analyse operational performance using real-time and historical dashboards.
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Create custom dashboards and visual charts for performance monitoring.
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Apply supervisory actions to maintain service levels and operational efficiency.
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Improve decision-making during high-volume or critical situations.
65473V – Avaya Infinity™ Supervisor Hands-on Workshop
Your Gateway
65470V – Avaya Infinity™ Agent Hands-on Workshop
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- Delivery Mode: ILT, VILT
- Technology: Infinity
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- Delivery Mode: ILT, VILT
- Technology: Infinity
Administrators build the world that agents and supervisors live in, ensuring every interaction finds the right person at the right time.
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- Delivery Mode: ILT, VILT
- Technology: Administration
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- Course Code: 61452V
- Delivery Mode: ILT, VILT
- Technology: Administration
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- Course Code: 70051V
- Delivery Mode: ILT, VILT
- Technology: Implementation
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- Course Code: 71202V
- Delivery Mode: ILT, VILT
- Technology: Integration
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