Courses Announcement-GoogleCloud
Company Overview:
GoogleCloud is a leading provider of cloud computing solutions and professional training. The company offers high-quality courses to help individuals enhance their skills, advance their careers, and gain recognized certifications in cloud technologies and AI-powered platforms.
GoogleCloud: Manage Functions and Reporting with CCAIP
Description:
Enhance your contact-center management skills by learning to monitor, manage, and report on performance using the CCAI Platform. This course is designed for managers tasked with overseeing contact center operations, monitoring KPIs, assessing efficiency, and leveraging reporting tools. Participants will gain practical knowledge in managing agents, analyzing calls and chats, configuring queues, reviewing campaigns, and troubleshooting issues.
Key Learning Outcomes:
-
Monitor and analyze the performance of assigned teams.
-
Allocate contact center resources according to customer demand and staffing needs.
-
Coach agents and ensure compliance with policies.
-
Configure the contact center for onboarding and managing agents.
-
Assess SLA metrics, performance expectations, and KPI attainment.
Course Details:
-
Start Date: Dec 23, 2025
-
End Date: Jul 30, 2026
-
Level: Introductory
-
Prerequisites: No prior experience required
-
Format: Self-paced, 1–2 hours per week, 1 week duration
-
Certificate: Earn a certificate upon completion
-
Language: English
Curriculum Overview:
-
Getting Started with CCAIP: Platform navigation, login, permissions, and reporting methodology.
-
Managing Agents: Monitor agents, adjust statuses, use live monitoring, and build historical reports.
-
Calls: Call routing, configuration, metrics dashboard, and reporting for calls.
-
Chats: Chat routing, metrics, reporting, and monitoring for chat interactions.
-
Queues: Review and analyze queue-level data with live and historical reporting.
-
Campaigns: Analyze live and historical campaign performance.
-
Virtual Agent: Review and report Virtual Agent data.
-
Use Cases and Examples: Practice skills with real-life scenarios.
-
Troubleshooting: Resolve common issues and leverage data for problem-solving.
Enrollment:
-
Number of Learners Enrolled: 93
-
Next Session: Dec 23, 2025
-
Ways to Take the Course: Audit for free, or Premium Certificate for $20 USD with unlimited access
Learn More: GoogleCloud Manage Functions and Reporting with CCAIP