Arista UK

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CCMS Supervisor

  • Course Ref: N108
  • Duration: 1 Day
  • No of Delegates: 8 Delegates

Objectives

This event will give supervisors of the CCMS the skills required to manage the day-to-day adjustments of their Contact Centre

Prerequisites

Basic PC Skills

Course Content

  • Configuring Call presentation classes
  • Configuring Skill sets
  • Configuring User configuration
  • Configuring Agent to Supervisor assignments
  • Configuring Agent to Skill set assignments
  • Scheduling Agent to Supervisor assignments
  • Configuring Agent to Skill set assignments
  • Threshold classes
  • Standard real time displays
  • Graphical real time displays
  • Defining and running of standard reports (including scheduling)
 
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