Upstream Works Training for Clients and Partners

Upskill Your Knowledge and Expertise of Upstream Works Products

Upskill Your Knowledge and Expertise of Upstream Works Products

Our training programs help clients and partners get the most value from Upstream Works desktop solutions. We offer a full curriculum across multiple roles and with the flexibility to choose self-paced training and instructor-led sessions.

Express Training Series for Agents and Supervisors

Level up your skills with quick 30-minute training sessions. See the schedule for upcoming training sessions. To register and get more information, log in to the Upstream Works Customer Portal or contact customersuccess@upstreamworks.com to discuss enrollment.

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Fall 2024 Express Training Calendar

CourseDescription
Annual Maintenance Review
October 29 @ 11AM EST

Discover how to use the Supervisor Gadget to monitor agent performance, track availability, and analyze key stats to boost team productivity and success. This 30-minute session is for supervisors and contact center leaders.

Learning Objectives:

1. Efficient Review and Update Techniques: Learn step-by-step methods to review and update your Upstream Works business instance effectively.

2. Skill Reassignment Best Practices: Understand how to reassign skills within Upstream Works to ensure optimal team performance.

3. Template Management: Gain insights into reviewing and updating templates to maintain consistency and accuracy.

4. Importance of Annual Maintenance: Recognize the significance of this annual task and how it contributes to organizational efficiency and success.

Mastering the Supervisor Gadget
November 26 @ 11AM EST

Discover how to use the Supervisor Gadget to monitor agent performance, track availability, and analyze key stats to boost team productivity and success. This 30-minute session is for supervisors and contact center leaders.

Learning Objectives:

1. Utilize the Supervisor Gadget: Understand how to navigate and use the Supervisor Gadget to monitor team performance.

2. Analyze Current Statistics: Learn to view and interpret real-time performance statistics for agents and teams.

3. Track Agent Availability : Identify available and unavailable agents based on skills and manage team resources effectively.

4. Drill Down into Performance: Gain the ability to drill down into individual agent performance for detailed analysis and feedback.

CourseDescriptionDuration
Professional Services Analyst (PSA)

Learn about business configuration, data dip, concierge manager configuration, chat deployment, reporting, task allocation and prioritization, an overview of the UW database and much more.

4 weeks
Support Training (Level 1)

Support Analysts will be introduced to the Agent and Supervisor Desktop Experience, Infrastructure Setup & Maintenance, including system monitoring and gathering logs, reporting with CUIC/SSRS, and much more. This program focuses on Level 1 Support.

2 weeks
Integration Developer Training

Explore integration configurations in Upstream Works, including an overview of the system infrastructure and specific integration implementations.

3 weeks
Support Training (Level 2)

Build upon the Support Training (Level 1) Certification, and learn how to collect console logs, troubleshoot data dip, explain the chat and email workflow, troubleshoot outage issues by accessing and reviewing logs, troubleshoot report-related issues, troubleshoot email and chat issues, and configure skills and skill addresses.

2 weeks

Partner Enablement Training

Discover new features and functionality and get hands-on experience with Upstream Works desktop solutions. See the schedule for upcoming partner enablement training sessions. To register and for more information, log in to the Upstream Works Partner Portal or contact partners@upstreamworks.com to discuss enrollment.

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Contact us to get started with Express Training or Partner Enablement Training.

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