Autonomy Qfiniti Training Plan

Transcription

1 Qfiniti Enterprise Help Desk Workshop Participants in this workshop learn to provide support for administrators and end users of Qfiniti Enterprise products including: Observe, Advise, Explore, Expert, and Survey. Duration: 4 days Note: when delivered at a customer site, the duration depends on which products are licenses for the site. Audience: Customer help desk personnel responsible for handling first level support for Qfiniti Enterprise. Prerequisites: None Training Room Requirements Computers for each participant with access to the Qfiniti Desktop A computer projector A whiteboard or easel with markers A computer for the Autonomy trainer with access to the Qfiniti Desktop Verification of a fully functional Qfiniti Enterprise system It is the customer s responsibility to have the Qfiniti Desktop installed and functional before the training session. Training Format: This workshop is available at the customer site, at the Autonomy classroom in Dallas, Texas, or as remote delivery via Web sessions. Course Curriculum Day 1 Lesson 1: Introduction and Overview Introductions Brief overview of licensed Autonomy Qfiniti products Lesson 2: Navigating the Autonomy Qfiniti Workspace Log into Qfiniti Change your password Navigate the Autonomy Qfiniti interface Lesson 3: Classifying Recordings, Evaluations, and Team Members Name the three Classification styles Add, edit, and remove Classifications View all Classifications attached to a recording Lesson 4: Running Reports Execute a Snapshot report Export a report to an available format Schedule a report Autonomy Global Training Page 1 12/2/2010

2 Lesson 5: Searching for Recordings, Evaluations, or Team Members Create a Dynamic View and a Basic View Use the Quick Find feature to find a specific information Use the Advanced Search feature to find a recording, evaluation, or team member Applicable to Autonomy Qfiniti Observe Lesson 6: Playing Recordings Play a recording Add recordings to the Play List Play a recording from the Play List Remove a recording from the Play List Lesson 7: Using the Media Player Play a voice and screen recording Export a recording to the desktop Undock the Media Player and use the Screen Activity Viewer to see a fullscreen reproduction of a screen recording Lesson 8: Annotating Recordings View all existing Markers on a recording Add, edit, and remove a Text Marker Add, edit, and remove a Screen Marker Add, edit, and remove a Voice Marker View CTI Markers Lesson 9: Viewing Agent Activity and Initiating Recordings Identify an agent s current status Initial a Record-on-Demand recording Execute a Live Monitor session Create a Dynamic View to locate Live Monitor and Record-on-Demand recordings Lesson 10: Maintaining the Organization Define Roles and Permissions Create Team Member Classifications Create Teams Create Team Members Import Team Member Data Lesson 11: Creating Recording Schedules Create Recording Classifications Create Team Member Recording Schedules Create Global Recording Schedules Create Triggers Create Do-Not-Record Schedules Import Workforce Management Data Autonomy Global Training Page 2 12/2/2010

3 Lesson 12: Performing other Administrative Tasks Define Alarm settings Import license keys Define Platform settings Customize report headings and logo Define recording parameters Day 2 Applicable to Autonomy Qfiniti Advise Lesson 13: Performing an Evaluation Complete the information in the Evaluation Scorecard Header Navigate through the evaluation using the Outline Tool Add a note to the Evaluation Scorecard Complete an Evaluation Scorecard Lesson 14: Attaching Recordings to an Evaluation Manually attach a recording to an Evaluation Scorecard Explain how a recording can be automatically attached to an Evaluation Scorecard Add an Evaluation Annotation to a Scorecard Lesson 15: Reviewing and Publishing an Evaluation Scorecard Publish an Evaluation Scorecard Locate and review a specific Evaluation Scorecard Edit a previously published Evaluation Scorecard Print a completed Evaluation Scorecard Lesson 16: Determining Evaluation Form Criteria Revising current evaluation forms Determining if changes should be made to existing forms Discussion of best practices Lesson 17: Determining Scoring Strategies Discussion of how Qfiniti Enterprise 3.5 Advise scores evaluations Explanation of relative weights Lesson 18: Creating the Evaluation Forms Defining and creating Questions including Answer Types Defining and creating Performance Areas Creating Evaluations Lesson 19: Defining Evaluation Classifications Defining Evaluation Classifications Applying Evaluation Classifications Applicable to Qfiniti Explore Lesson 20: Creating SmartViews Create a SmartView Train an existing SmartView Use Global Views Lesson 21: Viewing Audio Matches View an Audio Match Autonomy Global Training Page 3 12/2/2010

4 Search for Audio Matches Lesson 22: Viewing Clusters, Trends, Hot & Breaking, and Spectrographs View Cluster Data View Trends View Hot & Breaking View Spectrographs Lesson 23: Using Script Adherence Define a script View script adherence data Applicable to Autonomy Qfiniti Expert Lesson 24: Manage Courses Publish courses Assign courses Course Review and Summary Question and answer session Course review and summary Applicable to Autonomy Qfiniti Survey Lesson 25: Viewing Surveys View completed surveys Listen to customer voice messages Lesson 26: Creating Surveys Define Survey templates Define Survey triggers View completed surveys Day3 Lesson 27: Understanding the Qfiniti Enterprise servers Database server Web server Report server Observe server Advise server Lesson 28: Understanding the Qfiniti Enterprise clients Qfiniti Desktop Agent Monitor Engine Agent Monitor Console Lesson 29: Applying Updates to Servers and Clients Installing updates Verifying updates Troubleshooting the installation of updates Lesson 30: Understanding the Qfiniti Platform Architecture Web server and database connection Configuration files SQL Reporting Manager Autonomy Global Training Page 4 12/2/2010

5 Lesson 31: Understanding the Qfiniti Architecture Components Messaging Storage Lesson 32: Interpreting Log Files Server logs Qfiniti Desktop logs Agent Monitor logs Lesson 33: Using the System Monitor Viewing users Viewing channels Viewing server information Viewing plans Viewing alarms Viewing alarm history Day 4 Lesson 34: Understanding the Qfiniti Database Database tables SQL Agent Jobs Search tables Lesson 35: Overview of the Qfiniti Enterprise Web Server Qfiniti and reporting virtual directories Access and.net Lesson 36: Understanding SQL Reporting Manager Users and reporting permissions Enabled reports Lesson 37: Understanding the Qfiniti Clients Qfiniti Desktop Prerequisites Connections and Validation Applicationmanager.exe.config file Troubleshooting Qfiniti Desktop Agent Monitor Prerequisites Agent Monitor Engine Agent Monitor Console Permissions Troubleshooting Agent Monitor Autonomy Global Training Page 5 12/2/2010