- Welcome
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Getting started 2 min
- Main content
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Zendesk Contact Center for admins 18 min
- Wrap up
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Course summary 4 min
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Share your feedback
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Congratulations 1 min
Zendesk Contact Center for admins
Learn how to use the Contact Center dashboards to monitor voice support operations and improve your team’s performance.
Zendesk Contact Center (ZCC) gives admins two dashboards for monitoring voice support operations: the ZCC dashboard and Amazon Connect. This course helps you get started with both. You’ll learn what each dashboard shows and how to use those insights to improve your team’s performance.
Learning objectives
By the end of this course, you will be able to:
- Navigate ZCC and Amazon Connect dashboards to track real-time and historical performance data.
- Build custom dashboards, manage agent profiles, and manually update agent statuses to support team workflows.
- Use Amazon Connect and ZCC to listen to live calls, barge in, and assist agents during active interactions.
Audience
This experience is intended for admin.
Prerequisites
No knowledge or skills are necessary to begin. To follow along, Contact Center should be activated in your Zendesk account.