Training and Consultancy

Admin Training Full Day

Length : One day

Maximum number of attendees: 8 participants

This course is for Systems Administrators and Contact Centre Managers who will manage and maintain the Puzzel Solution on a day to day basis. This course provides in-depth knowledge of administrating the applications that will be delivered to the Contact Centre. It also provides the knowledge of how to measure incoming traffic, the CC performance and how to tune according to the statistic results

The training covers the following content:

  • User Management
  • Filters and rights
  • Services
  • Archive
  • Real Time Monitoring
  • Statistics

For more details download our product sheet here:

Call Flow Tool Basic Training – Full day

Length: 1 day

Maximum number of attendees: 8 participants

Covers the architecture and logic of Puzzel’s Contact Centre Solution, as well as the structure and use of the Call Flow Tool, and provides the participant with the competence required to create new call flows or edit existing ones in their Puzzel solution. The training leads up to the CFT certification test, which covers CFT use cases (how-tos), modules, troubleshooting, and the limitations and responsibilities inherent to customers using CFT to manage their solutions.

The training covers the following content:

  • Planning
  • Preparations
  • Versions management
  • Building blocks
  • Building
  • Testing

For more details download our product sheet here:

Statistics Training

Length: Half day

Maximum number of attendees: 5

The course aims to train you on how to run reports, analyse your data, help solve problems and optimise the processes. The training reviews different types of standard reports, the three tiers of reporting as well as reporting periods and subscriptions. Each training course looks at client’s individual set up and offers hands on experience of interacting with their own Puzzel CCP.

For more details download our product sheet here:

Agent Application Train the Trainer Training

Length - 1 day

Maximum number of attendees: 8 participants

This course provides you with the theoretical and practical knowledge you need to successfully manage and deliver the training for the Puzzel Agent Application. This training presents a blend of administration information and hands-on experience, while an expert trainer will work with you to guide you through the course materials and how to deliver the training to others.

The training covers the following content:

  • Personal settings
  • Logging in / Pause / Logging off
  • Request handling
  • Call handling
  • Softphone
  • Queue overview
  • Agent statistics
  • Run through of materials
  • Guidance for delivery

For more details download our product sheet here:

Agent Training Sessions

Agent training can be book as a 2 hour block or as a full day course based on the level of training required.

Agent Training - two hour block

Length : one block (2 hours)

Maximum number of attendees : 15 participants

This course is for any user in the contact centre who will answer and handle customer interactions on a day-to-day basis. The course provides in-depth knowledge of how to handle contact requests through various media that will be delivered to the contact centre.

The training course covers the following content:

  • Personal settings
  • Logging in / Pause / Logging off
  • Request handling
  • Call handling
  • Softphone
  • Queue overview
  • Agent statistics

Agent Training - Full Day

Length: 4 blocks (4 x 2 hours)

Maximum number of attendees: 60 participants (15 participants per block)

This course is for any user in the contact centre who will answer and handle customer interactions on a day-to-day basis. The course provides in-depth knowledge of how to handle contact requests through various media that will be delivered to the contact centre.

The training covers the following content:

•    Personal settings
•    Logging in / Pause / Logging off
•    Request handling
•    Call handling
•    Softphone
•    Queue overview
•    Agent statistics

Training includes preparation.

For more details download our product sheet here: 

Puzzel WFM training

Discovery Workshop [2 hour slot]

An exploratory workshop session built around your contact centre to explain how we forecast and schedule agents. This session mainly focusses on customer contact centre environment and how we forecast and schedule agents. This includes going through queues and Pause reasons in Puzzel and deciding on how it needs to be handled.  At the end of the session, a spreadsheet would be created and sent to finalise the details.

Setup Training [2 hour slot]

This session mainly focusses on the initial setup of the Puzzel WFM system, which includes opening hours, office locations, users of the system etc. Typically, the session will end by building shifts which will then be finished off by the customer before the next session.

Forecasting and Scheduling [2 hour slot]

This session is mainly to go through the forecasting and scheduling process. Included in this session is the completion of adherence mapping so it can be seen working the same day.  A training session will be held for agents to introduce them to the agent portal.

Go Live Training [2 hour slot]

This session is about setting a Go Live date, creating schedules from that date including what needs to be done to create a relevant schedule with things such as holidays included as part of scheduling.  Adherence is also to be checked to make sure it is working correctly and all activities from Puzzel Contact Centre are mapped.

WFO Training

The training for all WFO solutions will be delivered online to customers according to an agreed schedule.  It will also use the train-the-trainer method to allow customers to train other colleagues themselves. The training content as well as extensive documentation will be delivered at the end of the training.

Puzzel Ticketing

Admin Training [ 1 hour 30 min slot]

This is a comprehensive training session provided to all admins to help them manage and maintain the Puzzel Ticketing system on a day to day basis. It delivers an in-depth knowledge of the various functionalities with the ticketing system, so that you can perform your tasks more efficiently.

The training covers the following content:

  • General System Settings
  • User Management
  • Customer management
  • Address Book
  • Team/Queue Management
  • Permissions (System Roles & Team Roles)
  • Channel Management
  • Routing Rules
  • Templates, Categories & Tags
  • Activity Log
  • Working Hours Schedules
  • Tickets Page and Dashboard
  • Reports (Brief overview)

Agent Training [45 min slot]

  • Demonstrate how to access PT within PCC
  • How tickets are presented within PCC
  • Ticketing Handling (Replying, Forwarding, Add Notes and Scheduled Tasks)
  • Timeline History Features
  • Dashboard
  • Ticket View (How to search for tickets)
  • Search By Ticket ID

Training on Reporting [Post go live]

This session will cover report building capabilities.

Project Management

Scoping, design, implementation and delivery of the solution to the customer.

Consultation services per hour

Professional services offered by Puzzel on an hourly basis.

Floor walking session

First-day support, where the trainer spends time on site and walks the floor, responding to individual queries, problems, tasks and work-related issues from members of your staff. The Floor walking session is a highly appreciated service which ensures a smooth start and allows you to quickly sort out any teething issues that might occur.

Published

20/08/2020 - 17:07

Last updated

09/03/2021 - 10:50