Training

DVSAnalytics Education & Training

Effective training is essential to the success of any contact center technology investment. DVSAnalytics helps organizations achieve their business goals through our Educational Services program. Our web-based training courses are designed to help your organization develop its workforce and improve productivity.

Explore Training Programs Below

DVSAnalytics’ Encore® solutions are designed to improve the customer experience, maximize employee engagement, and deliver analytics-enabled insights into customer interactions and contact center operations.

Encore Essential Training (1.5 Hours)

This class will explain how to access and review recordings in Encore, providing the understanding necessary to begin using Encore immediately.

 

  • Audio and Video Interactions (Classic Interface)
    • Locate and review recordings
    • See related calls, and other important call information
    • Use database filters to find that “one call”
    • Create dynamic playlists to organize recordings by importance
    • Edit records so your agents and others can see your comments
  • Reports
    • Overview of Encore report templates
    • Executing and saving a report with personalized labels and filters
    • Scheduling reports to execute automatically
  • Audio and Video Interactions (Portal Interface)
    • Using recordings views in the Portal interface
    • Performing classic interface functions in the Portal
    • Creating and managing Views
  • Other
    • How to access online help

Encore Advanced Training (3 Hours)

The advanced class consists of two, separate 90-minute sessions. The first will cover Quality Management, and the second will cover Dashboards and Contests. Completing these sessions will empower users to leverage Encore’s most powerful features – including evaluations, automated eCoaching assignments, custom report widgets, and gamification. Encore Essentials training is a recommended prerequisite.

 

  • Quality Management – Evaluation Builder
    • Creating a library of questions for forms, quizzes, and surveys
    • Building and publishing evaluation forms
  • eCoaching and eLearning
    • Creating and automating eCoaching modules
    • Associating coaching assignments with eLearning
    • Creating quiz forms to pair with eCoaching assignments
  • Conducting Evaluations
    • Setting up an evaluation session
    • Other evaluation methods
    • Assigning coaching modules without evaluations
  • Encore Dashboards
    • Building “widgets” from reports
    • System widgets
    • Creating a dashboard on the home page
    • Sharing a dashboard with other users
  • Contests and Rewards
    • Ranking reports
    • Contests and contest widgets
    • Rewards, rewards points, and reporting
    • Modifying reward points for specific user(s)

Encore Administrator Training (1 Hour)

This class is designed for the IT administrator who will create and maintain the user accounts and group rights for the employees who use Encore.

 

  • Groups
    • Configure viewable fields and search criteria buttons
    • Set security filters and permissions
  • Teams and Users
    • Create and manage agent teams
    • Set individual security filters and permissions
    • Assign groups, teams, and group administrators
  • Other Administrator Functions
    • System configuration settings
    • Bulk export
    • Contest rewards

Encore Online Training

Contact Us if you would like to attend an Encore Essential Training session online. Customers and Resellers of DVSAnalytics can log into the Portal and navigate to Education to view the current schedule for all our online Training sessions.