Contact Center Training for Supervisors /Administrators

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:

  • Access Classes
  • Partitions
  • Threshold Classes
  • Call Presentation Classes
  • Skillsets
  • Global Variables
  • Call Variables
  • Call Center Agents
  • Call Center Supervisors

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:

  • View, create, modify and interpret real-time displays
  • View, create, modify and interpret Historical Reports
  • Create and schedule user-defined Historical Reports

Agent Management training is provided as well, and includes:

  • Modifying agent names
  • Supervisor Assignments
  • Login IDs
  • Skillset Assignments
  • Agent Priority Levels

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.


General PC knowledge and understanding of a Contact Center Environment.

Please contact us for full course descriptions and to develop an agenda tailored to your company's requirements.