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Avaya CMS Supervisor

Avaya CMS Supervisor provides the information and management tools that customers need to monitor and analyse the performance of their contact centre operations, showing where improvements are needed and where to take fast effective action.
This course provides an introduction to CMS Supervisor. 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 5 people per session
Prerequisite No prior knowledge required
Course type Contact Centre Supervisors
Training Room Requirements Meeting Room
PC/Laptop per attendee, loaded with CMS Supervisor software and connected to network and CMS Server
Each attendee must bring with them their CMS login
Flipchart/ whiteboard
Projector
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 must take place after a cutover and the system must be signed off by the end client.

Course Content

Upon successful completion, delegates will understand / be able to:

  • Overview of ACD call flow process
  • Log into the system
  • Overview of the toolbar
  • Administer the dictionary
  • Understand and administer agent login ID’s
  • Understand and administer agent groups
  • Interpret real time reports
  • Interpret integrated reports
  • Interpret historical reports
  • Administer exceptions
  • Setup scripts for frequently used reports
  • Manage agent skills and skill levels
  • Administer agent traces

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