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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 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
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.

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