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Avaya CMS Supervisor

Course code 31-11
Level 2 Supervisor / Superuser
Duration 1 day
Class size 6

This is an Instructor-led course providing training on the tasks required to monitor and report on ACD activity within the Contact Centre.

Lesson 1

o Introductions
o Logging in and out of CMS Supervisor
o Controller Menu Bar
o ACD terminology and call flow
o How CMS tracks data

Lesson 2

o Running & Interpreting Real-time and Integrated Reports
o Drilling Down
o Sorting and Formatting Reports
o Using Help
o Setting Report Thresholds
o Scripting

Lesson 3

o Running & Interpreting Historical Reports
o Exporting Report Data into Microsoft Excel
o Agent Administration

Lesson 4

o The Dictionary
o Creating Agent Groups
o Administering Exceptions
o Customised Buttons

Lesson 5

o Web Access

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