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