Avaya CMS Training
CMS Supervisor, Administration, Reports, and Introduction to Vectors
Cost
$1375.00
Category
AVAYA
Duration
2 Days
Prerequisites
Microsoft Windows skills
Audience
Personnel with the responsibility of supervising call center agents, administering the CMS application, interpreting reports and affecting call flow of the contact center.
Course Description
This course provides an introduction to CMS Supervisor. It is designed to educate contact center supervisors on how the system operates, what their reporting options are and, how to locate and run reports in order to manage the contact center efficiently and effectively. This course covers areas such as reporting and agent skills administration. It explores the back-end of CMS administration, including back-ups, terminal administration and setting up new supervisor logins. It also introduces attendees to the understanding and writing of vectors.
Course Contents:
- Accessing CMS Supervisor
- Exceptions
- Contact Center Administration
- System Setup
- Scripting
- Changing the Toolbar
- Reports: understanding and administering reports (realtime, historical and integrated)
- Dictionary
- Agent Administration
- User Permissions
- Maintenance
- Thresholds
- Introduction to Vectors
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