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.

Prerequisites

General PC knowledge and understanding of a Contact Center Environment.