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
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Download a PDF version of these course details (427 KB)
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