UCP Counselor Training May 20, 2020

Timestamps 0:00 Introduction from Michelle Kuchuk 3:38 Background for a unified platform from Beau Pinkham 6:57 Training Demo with Sam Acevedo begins 7:51 Logging into PureConnect 9:07 Walkthrough of PureConnect dashboard 11:15 Setting your status 13:08 Taking a chat 17:55…

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Timestamps
0:00 Introduction from Michelle Kuchuk
3:38 Background for a unified platform from Beau Pinkham

6:57 Training Demo with Sam Acevedo begins
7:51 Logging into PureConnect
9:07 Walkthrough of PureConnect dashboard
11:15 Setting your status
13:08 Taking a chat
17:55 Disconnecting a chat
18:45 Filling out Chat Report after closing a chat
20:00 Taking chat (second time)
20:17 Idle Chatters (automatic warning and disconnect process)
21:20 Removing closed chats from My Interactions tab
22:00 Logging off
23:00 Possible location of Chatter (Geolocation tab)

23:50 Q&A
24:17 Chat Report submission
24:45 Forgetting to change status before logging off
25:30 Chat Report saving
26:00 Two chats at a time
26:50 Retrieving a previous chat
27:54 Seeing a Chatter’s previous conversations
29:22 Abandons
30:40 Moving/resizing chats in the window
31:17 Where do Call Reports live once done
32:12 Idle Chatters (changing the amount of time they have to respond)
41:18 Do closed chats disappear from My Interactions on their own? (after 10 minutes)
42:35 Frequent Chatter profiles/tracking
47:40 Insight for staffing needs and plans for centers
48:02 Pre-chat survey questions and demographic questions
49:00 Scheduling follow-ups with Chatters
49:30 Seeing post-chat surveys from Chatters
50:50 IP address
53:55 Sandbox access for training staff

56:15 Plan for launch day + iCarol/Sightmax contracts
59:15 Tech support post-launch

1:01:19 Demo of what Chatter sees

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