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Avaya ACCS Advanced Reporting (V7 and over) Including
Report Creation Wizard

Prerequisites Basic computer skills, understanding of call centre phone sets, call centre working and AACC supervisor features.
Description This course is designed for Administrators & Supervisors who require to understand
the Historical Reporting structure / create reports via Report Creation Wizard.

Duration Duration 1 Day
Group Size Up to 4 people per session
Prerequisite No prerequisite
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
CCMA 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:

  • Explanation of the Historical Reporting structure
  • Explanation & understanding of scripting on Historical Reporting
  • Explanation of Service Level Threshold
  • Understand & use the standard reports
  • CDN reports & statistics
  • Application reports & statistics
  • Skillset reports & statics
  • Agent reports & statistics
  • Contact summary reports
  • Report Creation Wizard
  • Launch Report Creation Wizard
  • View the sample reports
  • Create a simplified report
  • Define report configuration settings
  • Define report selection criteria
  • Moving fields & Resizing objects
  • Adding a text field
  • Modifying object properties
  • Suppressing a report section
  • Saving a report
  • Previewing a report
  • Importing a report to Historical reporting
  • Editing a Report Creation Wizard report

Guides will be provided for either before the day by email, or on a memory stick on the day.

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