Week 12 (21-25 JUNE 2010 )

This week, the same work as last week continued. However, this week my team and I did beta testing. All the procedures beforehand is to prepare for this beta testing. Once the configuration in the Superceed Virtual Contact Center was completed, we did test calls to test weather the call flow, agent attributes, VCC configuration, knowledge base attachments are in proper condition.

This beta testing involves real contact center environment as we were to deal with real customers of the company's product. We assigned each other with certain specifications. For example, I will be in charge of customers who require agents to speak in English, specialized in Sales and Marketing. Meanwhile, other agent will be in charge of other specification.

Through this experience, I am able to know on how to handle if there is an error in configuring and also troubleshooting the system. However, programming the system will be handled by the programmers only. My job is to do research on it and also test it out in case there is any error need to be recovered. 

On the other hand, this week I had a meeting with a supervisor from MDEC. MDEC is the company that recommended me to my current company. I will be obtaining a certificate from MDEC upon completion of my internship.