Work with Avaya Supervisor

This course will be suitable for those you will be using the Avaya Supervisor package. This applies to contact centre managers and supervisors as well as administrators.

Course content

You will learn to retrieve reports from the CMS (Call Management System) by using the Avaya Supervisor software package during this course. You will learn how to identify the different application components and how to deploy these during your daily work.

The following subjects will be discussed:

• General ACD structure and call flows (VDN, vectors, skills and agents)
• Connection systems; Definity, CMS server and supervisor PCs
• Agent statuses (including AUX, Call Work Codes, skill levels)
• CMS database layout
• Woking with reports (real time, integrated and historical)
• How to handle the user interface and the menu options
• How to export report data
• How to add/delete skills and how to modify skill levels
• How to work with the dictionary

Intake requirements

• Minimum of three months of work experience with Microsoft Windows
  

Group size and course location

• The group size will amount to no more than 6 students.
• This course can be given either at our location in Woerden or at your location. Contact our course coordinator if you have any questions about setting up the classroom for the course.

 Course duration

• The course will be provided in 1 day.

 Related courses

•  Interpret CMS reports
• Management of the CMS system
• Avaya Custom Reports

Price

• € 1.996,- per course