CC Express Formally Symposium Express

Course Ref: N110
Duration: 1 Day
No of Delegates: 8 Delegates

Objectives

This event will give supervisors/administrators of the Contact Centre Express the skills required to manage the day to day adjustments of their Contact Centre

Prerequisites

Basic PC Skills

Course Content

System overview
Configuring Skill sets
Configuring Call presentation classes
Agent to Supervisor assignments
Thresholds classes
Call flow and treatments
Access classes and partitions
Agent to Skill set assignments
Standard and graphical real time displays
Use wizard to configure CC Express
Report definition & creation using standard reports (including scheduling)