Avaya Certified Training Specialists

ACM CMS Supervisor

Duration: 1 Day OR 2 x half days
Numbers: Max 2 -4 per session
Course Objectives: Upon successful completion of this course, the delegate will be able to:
  • Perform CMS Supervisor tasks
  • Monitor Call Centre by analysing real-time and historical reports
  • Report scheduling.
Syllabus:
  • Logging in and out of CMS Supervisor
  • Explanation of the controller menu bar
  • Selecting menu options
  • Explanation of ACD/Call Centre
  • Dictionary
  • How CMS tracks data
  • Creating Agent Groups
  • Running & Interpreting reports - Real-time/Historical/Integrated
  • Formatting Reports
  • Setting Report Thresholds
  • Customised Buttons
  • Administering Exceptions.

 

Avaya Phone
Spiral-X Ltd
1a Sherborne Road
Peterborough
PE1 4RG

Tel: +44 (0) 845 017 5547
Fax: +44 (0) 1733 314 975
email: helpdesk@spiral-x.com