Course Details
This course is designed for personnel responsible for administering and managing Avaya Aura© Contact Center Administration. In this course, you will learn how to access Contact Center Manager Administration, and configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. This course covers the CCMA interface and the acquisition of resources. Different methods of system management are discussed, including viewing, creating, and modifying tabular and graphical real time displays, and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports.
Course Prerequisites
- Understanding of basic telecommunications
- Ability to use call center telephone features according to customerspecifications
- Ability to use Avaya technical publications
- Experience using Windows 98/XP/2000/2003
- Familiarity with Client/Server architecture and networking
Course Agenda
1. Contact Center Manager Administration Access
2. Administering CCMA Resources
3. Threshold Classes
4. Call Presentation Classes
5. Skillsets
6. Contact Center Management: Agents and Supervisors
7. Contact Center Management: View
8. Contact Center Management: Assignments
9. Bulk Load Data Configuration
10. Access and Partition Management
11. Real-Time Statistics and Formulas
12. Real-Time Reporting
13. Agent Desktop Display
14. Historical Statistics
15. Interpreting Reports
16. Historical Reporting
17. Putting It All Together
Appendix
- Agent and Supervisor Features
- Agent Timing Chart
- Agent Greeting
- Report Creation Wizard
- Contact Center Manager Admin (AML)
- CCM Agents and Supervisors (AML)