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Avaya CMS Custom Reports

Course code 31-10
Level 6 Advanced
Duration 2 days
Class size 6

This course is targeted towards individuals responsible for the creation and editing of Avaya CMS Reports.

• Lesson 1 – Introduction to Report Designer
• Lesson 2 – Overview of call flow process
• Lesson 3 – Agent work modes, work states & skills
• Lesson 4 – How CMS tracks and stores ACD data
• Lesson 5 – Designing a New Report
• Lesson 6 – Report Designer Basics
• Lesson 7 – Creating a New Report
• Lesson 8 – Editing an Existing Report
• Lesson 9 – Exercise 1 – 14

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