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 | Duration |
| Assist Knowledge Management Wednesday, December 10, 2025 9 am PT | 12 pm ET | 5 pm GMT | Tackle long handle times and inconsistent resolutions with Upstream Works Assist Knowledge Management. Join us for a 30-minute Express Training session to learn how Assist Knowledge empowers agents to provide streamlined, efficient and informed customer experiences. In this Express Training session, you’ll learn how to:
| 30 mins |
| Co-Browsing & Real-Time Guided Support Wednesday, November 12, 2025 9 am PT | 12 pm ET | 5 pm GMT | See how Upstream Works Co-Browsing transforms customer interactions into guided, real-time engagements. In this 30-minute live session, discover how agents can securely assist customers through a shared web experience—reducing effort, improving resolution times, and creating standout experiences.. In this Express Training session, you’ll learn how to:
| 30 mins |
| Advanced Analytics and Reporting Tuesday, October 7, 2025 9 am PT | 12 pm ET | 5 pm GMT | 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. In this Express Training session, you’ll learn how to:
| 30 mins |
| 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.