Contact Centre Administration

• Course Ref: A108
• Duration: 2 Days
• No of Delegates: 6 Delegates

Objectives

On completion of the course delegates will be able to undertake basic administration of the CCS.

Prerequisites

Must be familiar with a PC and Excel.

Course Content

• Customise Navigator
• Adjustment of Call Routing and Distribution
• Modifying the Call Flow Parameters
• Interpretation of pre defined statistics
• Overview of limitation – CCD Applications
• Service Status
• Understanding the calendar and create special days
• Management of real time information
• Management of Access rights
• Management of observation periods
• Creation of supervisors
• Understanding the Wall Board
• Object configuration from CCS
• Create Basic Excel Templates
• Automation of Statistics