Xencall Support

Xencall Academy

Want a quick and easy way to train your Agents? Check out Xencall Academy!



Xencall Academy


Xencall Academy is an online learning platform that enables our clients to access self-serve, guided training on how to use Xencall.


You can use the Academy as a resource to help provide fast, effective and up-to-date training for your team, whether they are new to Xencall or just need a refresher. Training can be repeated as often as needed!


Head over to Xencall Academy and review the instructions below to get started:



Training Overview


The first offering in our Academy is Agent Training. Additional training will be added in the future, so check back soon!



Agent Training


The Agent Training Learning Path contains 7 Courses that are designed to help your Agents make calls and manage their work in Xencall effectively - whether they are working from your office, or remotely.


Course 1: Getting Started

Learn about Xencall, review the system requirements and see how to log in successfully. 


Course 2: Setup and Navigation

Set up your headset, adjust audio settings and learn how to navigate in Xencall.


Course 3: Making Calls

See an overview of taking calls with the dialer, learn about setting your availability for calls and how to review lead and profile information during a call. 


Course 4: Logging Calls

Learn how to use call results to disposition, transfer and assign calls and set callbacks using the appointment calendar.


Course 5: Managing Callbacks

See how to dial leads for appointments, manage callback appointments and lead profiles and adjust callback settings. 


Course 6: Using the Dial Pad

Learn how to use the dial pad for manual dialing, transferring and merging calls and managing voicemail.


Course 7: Help Resources

See how to get in touch with your Manager using Xencall, and how to contact Xencall for support with technical issues.



Signing up for Xencall Academy


Follow the step-by-step guide below to select training, create an account and log in!


Note: Your Xencall Academy login is separate from your Xencall User Account login. If you're new to the Academy, simply create a new account by following the instructions below.



1. Select Training


In the Xencall Academy Store, locate the training you wish to take and click the Add button



A cart popup will appear. Click the Proceed to Cart button




2. Create an Academy Account


To access Academy training, you'll need to Create an Academy account. Keep in mind that your Academy account is separate from the one you use for logging in to Xencall.



Enter your Email Address (1) and a unique Password (2). Next, Confirm the Password (3) and click the Sign up button (4) to create your Academy account.



In a few moments, you'll receive an email asking you to confirm your email address. Click on the link in the email to proceed.



3. Complete Checkout


If this is your first time logging in, you'll need to confirm your location. Select your Country (1) and State/Province (2) and click the Confirm button (3).



Click the Checkout button to complete your order.



Click on the Dashboard button to jump into the Academy.



4. Create Academy Profile


When you first log in to the Academy, you'll need to complete your Academy Profile.


Fill in your First Name (1) and Last Name (2), Xencall Gateway URL (3) (e.g. "yourcompany.xencall.com"), and click the Save button (4) to proceed.



You'll now be taken to your Dashboard, where you can see your first Course.




Navigating Xencall Academy


When you first log into the Academy, you'll see your Dashboard. Using the Course navigation on the Dashboard, you can view your Enrolled Courses (1), Completed Courses (2) and Learning Paths (3).




Enrolled Courses


Enrolled Courses is where you'll see Courses that have been assigned, but not yet completed. 


Click the Start button to begin your first Course!




Completed Courses


Completed Courses is where you'll find Courses you've already finished. You can Relaunch each Course individually to review it as many times as you like.




Learning Paths


Learning Paths is where you can locate a full training series of courses (e.g. Agent Training). Once you complete a Learning Path, you can relaunch it to go through all of the Courses again.




Taking Training in Xencall Academy


Training in Xencall Academy is organized into Learning Paths. Each Learning Path contains multiple Courses on different topics. Each Course is made up of multiple Modules that explore these topics in detail.


When you start a new Learning Path, you'll automatically be assigned to the first Course. Review each Module (1) within the Course and click the Next Module button (2) to continue.



At the end of each Course, you'll complete a short Quiz. Choose the best Answer (1) for each Question, then click Next Question (2) to move forward.


Quick Tip: Feel free to click on the Modules to review them again before you fill out the Quiz!



Once you finish a Course, the next Course in the Learning Path will be assigned to you automatically. Click the Launch Your Course button to begin.



Once you've completed all of the Courses in a Learning Path, and you'll be eligible to receive a Certificate of Completion


Click the Download button to save your Certificate to your computer.




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