Acuity Core Part 1
Part 1 focuses on the KPIs in the Main Dashboard
• KPI Overview
• Scoring for KPIs
• KPI weights
• Drill down to view SubKPIs
Acuity Core Part 2
Focuses on the Balanced score, Filters, and Graph Settings
• How the balanced score is calculated
• Using filters to select data sets
• Adding sets of data to compare
• Using various graph settings to customize the Main Dashboard
Using Chat
Focuses on Chat basics, using the Team Chat, and saving Chat conversations
• Chat with individual team members
• Use the team view to chat with multiple team members
• Adding members to a conversation
• Saving Chat conversations
Using the Grid View
Focuses on how to navigate to and use the Grid View
• Switch between Balanced score and Raw data
• Sorting the Grid Table
• Viewing SubKPIs in the Grid
Message Center
Focuses on how to use the Message Center
• How to view messages in the inbox
• How to organize messages
• How to compose and send messages
• Viewing Archived and Deleted messages
Reports
Focuses on how to set up and run reports
• Navigating to the Reports
• How to select a report
• Using filters to select data
• Features of the interactive charts
Sidekick Lesson Part 1
Provides a general overview of the Sidekick feature
• Using the Journal log to view interactions
• How to add a new Journal record
• Setting KPI goals and follow up dates
Sidekick Lesson Part 2
Focuses on Editing and Deleting Journal records and the Performance Trend graph
• How to edit and delete a Journal record
• How to view different KPIs in the Performance Trend graph
• How to use the interactive features of the Performance Trend graph
• Viewing Journal records from the Performance Trend graph
Sidekick Reports
Focuses on setting up and running Sidekick Reports
• How to view and run Sidekick Summary Report
• How to view and run the Sidekick Detail Report
• Provides explanation about data presented in each report
Password Reset
Performance Review Module
Rating Sidekick Coaching as an Agent
Trend Analysis Lesson
Focuses on how to use Trend Analysis to analyze historical data
• Using the filters to select data
• How to change the date range
• How to add data to the trend view for easy comparison
• How to Export, Save, and change the view of the Trend graph
User Profiles
Focuses on Creating, Deleting, and Maintaining user profiles
• How to navigate to the User Profile menu
• How to create a new user
• How to manage existing users
• How to add employee IDs
• How to delete a user profile
Easycom Lesson
FLEX - Part 1
FLEX - Part 2
