--- title: "Training Courses by Role – Course Selection Guide" slug: "training-courses-by-role-course-selection-guide" updated: 2026-05-11T10:45:17Z published: 2026-05-21T21:27:00Z canonical: "help.8x8.com/training-courses-by-role-course-selection-guide" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Training Courses by Role – Course Selection Guide ## **How to Choose Your Training** Select your role below to view the courses designed for your responsibilities: - **[End Users](/support/docs/training-courses-by-role-course-selection-guide#end-users)** - [**Agents**](/support/docs/training-courses-by-role-course-selection-guide#agents) - [**Supervisors**](/support/docs/training-courses-by-role-course-selection-guide#supervisors) - [**Data Analysts**](/support/docs/training-courses-by-role-course-selection-guide#data-analysts) - [**Administrators**](/support/docs/training-courses-by-role-course-selection-guide#administrators) You may take multiple courses if you support more than one function.  ## **Training by Role** ### **End Users** #### **8x8 Work End User Training** Learn how to use 8x8 Work across desktop and mobile.**You will learn how to:** - Place, receive, and manage phone calls - Schedule, host, and join meetings - Access voicemail - Send and receive chat messages - Use the corporate directory [eLearning Course](https://www.training.8x8.com/content-details/4023244/0) #### **8x8 Voice for Microsoft Teams End User** For organizations using Microsoft Teams with 8x8 Voice.You will learn how to: - Place, receive, and manage phone calls within Teams - Access voicemail - Use the corporate directory [eLearning Course](https://www.training.8x8.com/content-details/3641370/0)**8x8 Engage End User**Learn how to use 8x8 Work across desktop and mobile.**You will learn how to:**   - Manage Profile settings - View Assigned Queues - Manage Call Controls - Access Voicemail - Update Call Using Settings [eLearning Course](https://www.training.8x8.com/content-details/4036006/0) ### **Agents** #### **Contact Center Agent Workspace Training** Designed for agents handling customer interactions.You will learn how to: - Log in and navigate the Agent Console - Manage Agent and Queue status - Accept and handle phone, chat, and email interactions - Use Local CRM to manage customer information [eLearning Course](https://www.training.8x8.com/content-details/4027048/0) ### **Supervisors** #### **Contact Center Supervisor Workspace Training** For supervisors overseeing daily contact center operations.**You will learn how to:** - Monitor queues and manage traffic - Assign agents and monitor call activity - Review Customer Experience and Post-Call Survey results [eLearning Course](https://www.training.8x8.com/content-details/4045922/0) ### **Data Analysts** #### **Analytics for 8x8 Work** Understand and interpret 8x8 Work operational data.**You will learn how to:** - Navigate the Analytics for 8x8 Work app - Access business and user-level call metrics - Review call quality and meeting analytics - Schedule and share reports [eLearning Course](https://www.training.8x8.com/content-details/3620906/0) #### **8x8 Work Conversation IQ** Use Conversation IQ to evaluate calls and analyze performance.**You will learn how to:** - Configure and manage users, groups, and roles - Customize and assign evaluation templates - Score calls and analyze performance trends - Create goals and track user performance - Use speech analytics to target call data - Customize categories for business-specific analysis - Analyze transcription metrics and KPIs - Manage live monitoring permissions - Navigate the Live Monitoring dashboard [eLearning Course](https://www.training.8x8.com/content-details/3641363/0) #### **8x8 Analytics for Contact Center** Advanced analytics for Contact Center environments.**You will learn how to:** - Create dashboards - Share dashboards and wallboards - Create thresholds for queues and agents - Build custom metrics - Create, customize, and schedule reports [eLearning Course](https://www.training.8x8.com/content-details/4027079/0) #### **8x8 Contact Center Quality Management & Speech Analytics** For teams performing in-depth quality and analytics functions.**You will learn how to:** - Configure and manage users, groups, and roles - Build and assign evaluation templates - Score agent calls and identify trends - Create goals and performance monitoring workflows - Use snippets and categories - Apply speech analytics methodology - Analyze transcription-level call data - View KPIs and reporting - Manage live monitoring permissions - Use screen-recording and non-screen-recording monitoring [eLearning Course](https://www.training.8x8.com/content-details/3641363/0) ### **Administrators** #### **8x8 Work Administration & Configuration** For administrators managing users and system configuration.**You will learn how to:** - Understand UCaaS terminology and 8x8 Work features - Configure users, extensions, sites, call queues, and ring groups - Build auto attendants - Configure group call pickup, barge-monitor-whisper, recordings, video meetings, messaging, and fax - Use 8x8 Analytics for reporting - Perform basic troubleshooting [eLearning Course](https://www.training.8x8.com/content-details/3626499/0) #### **8x8 Contact Center Administration & Configuration** For administrators configuring and supporting 8x8 Contact Center.**You will learn how to:** - Understand Contact Center concepts and terms - Configure users, channels, queues, and IVR scripts - Create admin accounts with appropriate permissions - Configure status, transaction, and outbound codes - Troubleshoot end-user and admin issues - Configure Local CRM to meet business requirements [eLearning Course](https://www.training.8x8.com/content-details/3638838/0)**8x8 Engage Administration & Configuration**For administrators configuring and supporting 8x8 Engage.**You will learn how to:**   - 8x8 Engage functions - Admin Console configuration requirements - Configuration Manager requirements - Additional topics specific to an 8x8 Engage user settings [eLearning Course](https://www.training.8x8.com/content-details/4066223/0) ## **Delivery Options** - **Self-Paced Training:** On-demand, learn anytime - **Public Instructor-Led:** Weekly drop-in sessions - **Private Instructor-Led:** Scheduled within 48 business hours ## **Need Assistance?** **Training Contacts:** - Mike Evans - Training Operations: **training@8x8.com**