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Product Options
Avaya Aura Contact Center, Nortel Contact Center and Symposium
Course Duration
8 Hours
Maximum Number of Students Per Class
6 Students
Course Description
This course is for Supervisors and Administrators responsible for managing the Contact Center to ensure efficiency of their contact center agents. This course will be a hands-on course that will take place at the customer location using customer specific data.
Administrators will learn to access Contact Center Administration in order to configure and modify:
M&C will provide an overview of site specific Contact Center applications and scripting to gain an understanding on how your Contact Center has been configured.
Administrators and Supervisors will learn to:
Agent Management training is provided as well, and includes:
Finally, a review of Agent Telephone set features will also be covered: how to log-in and log-out, use the Not Ready feature and the use of Activity Codes if applicable to customer location.
Prerequisites
General PC knowledge and understanding of a Contact Center Environment.