CMS Supervisor

• Course Ref: AV105
• Duration: 1 Day
• No of Delegates: 6 Delegates

Objectives

Upon successful completion of this course, the student will be able to administer supervisor CMS activities including:

• Changing agent skills
• Monitor a call centre using real-time and historical reports
• Scheduling reports
• Setting up agent groups
• Setting exceptions
• Setting real-time report thresholds
• Setting own system colours

Prerequisites

Must be familiar with a PC and Windows environment.

Course Content

• Explanation of ACD/Call Centre
• VDNs
• Vectors
• Skills
• Agent Groups
• Logging in and out of CMS
• Explanation of the controller menu bar & selecting menu options
• Icons
• List all
• Modify
• Add
• Delete
• Next
• Previous
• Find one
• Browse
• Customising button
• Timetables
• Exit
• Dictionary – Operations and Reports
• Agent groups
• Agent string values
• Aux reason codes
• Call work codes
• Logout reason codes
• Generic string values
• Global search
• Login ID
• Split string values
• Skills
• VDNs
• Vectors
• Interactive
• Automatic
• Setting report colours and thresholds