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.
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.
| Course | Description |
| Advanced Analytics & Reporting Tuesday, October 7, 2025 | 12 pm ET, 9 am PT, 5pm BT | Join our live webinar to see how Upstream Works Advanced Analytics and Reporting tracks key metrics, visualizes performance trends, and turns data into actionable insights. Whether your role is in operations, customer service, or management, you’ll learn how Advanced Analytics and Reporting simplifies analytics and supports faster decisions.
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| Course | Description | Duration |
| 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 |
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.