Interpret CMS Reports

This course will be suitable if you must take decisions or must report to management about the actions of the contact centre.

Course content

You will learn how to retrieve the correct reports about telephone accessibility of your organisation from the Call Management System (CMS) and to interpret these correctly during this course. You will be given insight into the interpretation of CMS data based on the previously determined Key Performance Indicators, the related CMS reports and the call routings as programmed in your system.

The following subjects will be discussed:

• How to retrieve and analyse reports
• How to analyse reports
• Graphics possibilities and options
• How to interpret reports
• How to handle specific cases related to your organisation
  

 Intake requirements

• Minimum of three months of work experience with Microsoft Windows
• Work with Avaya Supervisor course

Group size and course location

• The group size will amount to no more than 6 students.
• The course will be provided 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

• Avaya Custom Reports
• Avaya Report Designer

Price

• € 1.996,- per course