Avaya ACCS Supervisor Real time and Historical Reporting
This course provides a general introduction to Avaya Supervisor and Reporting and will be given a comprehensive overview of the system and will also gain practical experience of administering Agents and running Real Time and Historical Reports.
It is designed to educate contact centre supervisors on how the system functions, where different types of reports can be found and how to run these reports in order to manage the contact centre effectively.
| Duration | 1 day |
| Group Size | Up to 4 people per session |
| Prerequisite | No prior knowledge required |
| Course type | Contact Centre Supervisor |
| Training Room Requirements | Meeting Room 3-4 phones Ethernet cable and port per phone PC/Laptop and connected to network ACCM URL (Tested prior to training) Login and Password with required access Flipchart/ whiteboard |
| Remote Training Requirements | Sessions will be hosted using either Webex or Microsoft Teams sessions Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams |
| Note | This course should take place after a cutover |
Course Content
Upon successful completion, delegates will understand / be able to:
- Log into the ACCS
- Run Real Time Reports
- Format a Private Report
- Create a Public Copy of a Private real time display
- Delete displays
- Create and manage Filters
- Launch Graphical Reports
- Agent Maps
- Billboards
Billboard collections - Private Collections
- Dashboards
- Launch Historical Reports
- Navigate through the Historical Folders
- Performance
- Creating ACW Reason codes, Not Ready codes, Activity Codes
CCM – Call Center Management - Viewing Skillsets, and changing skills
- Setting Thresholds
- Run Agent Reports
- Run CDN Reports
- Run Skillset Reports
- Run Application Reports
- Schedule Reports
Guides will be provided for the ACCS Interface either before the day by email, or on a memory stick on the day.