This is an Instructor-led course providing training on the tasks required to monitor and report on ACD activity within the Contact Centre.
o Logging in and out of CMS Supervisor
o Controller Menu Bar
o ACD terminology and call flow
o How CMS tracks data
o Running & Interpreting Real-time and Integrated Reports
o Drilling Down
o Sorting and Formatting Reports
o Using Help
o Setting Report Thresholds
o Running & Interpreting Historical Reports
o Exporting Report Data into Microsoft Excel
o Agent Administration
o The Dictionary
o Creating Agent Groups
o Administering Exceptions
o Customised Buttons
o Web Access
Add this course to your curriculum.
Download a PDF version of these course details (427 KB)
Can't find what you are looking for?
Can we help you?
Speak to an expert
If you have any questions about what Sabio can do for your business, just leave us a quick message. One of our experts will get right back to you.