INDex CCM

Course Ref: AV110
Duration: 1 Day
No of Delegates: 6 Delegates

On completion of the course delegates will learn administer Avaya INDex CCM.

Basic PC Skills

Logging On To The Call Centre Software
Create a Call Centre View Profile ready for setting up.
Call Centre View Set Up – Helping the supervisor to select what and who they want to monitor. How to monitor agents and call activity live on a supervisors screen.
To Send A Quick Wall Board Message – Sending quick or emergency messages to wallboards from the Call Centre View.
Setting An Alarm Trip Point – Alerts the Supervisor of issues such as unusual agent or call activity, such as Agent on Wrap up too long, or over so many calls waiting.
Putting Messages On A Wall Board – setting up the scrolling wallboards (if purchased)
PC Wallboards – Setting up pc based wallboards on agents computers (if purchased)
Activating a Report – Going through all system default reports, finding reports to suit the customer needs.
To Schedule a Report – Once the favourite reports are found, how to set them to print automatically daily, weekly or monthly.