Home » Services » Training » Advanced Report Design for Avaya Aura Contact Center/Nortel CCM

Advanced Report Design for Avaya Aura Contact Center/Nortel CCM

Advanced Report Design for Avaya Aura Contact Center/Nortel CCM

Duration
Open Class (seat-based): 2 days
On-site: 2-3 days, depending on client needs

Overview
This training course is designed for Avaya Aura Contact Center (AACC)/Nortel Contact Center Manager (CCM) end-users or technical professionals who want to build on the topics learned in Introductory Report Design for Nortel AACC/CCM course to increase report design skills and discover the reporting power of Crystal Reports with AACC/CCM.

Who Should Attend

  • Call Center Managers
  • Call Center Support Staff/System Administrators
  • Power users responsible for designing or modifying Crystal Reports in AACC/CCM
  • Avaya/Nortel Professional Service/Support Team Members
  • Avaya/Nortel Distributor Service/Support Team Members
  • Avaya/Nortel Sales/Marketing Team Members
  • Avaya/Nortel Reseller/Distributor Sales/Marketing Team Members

Applicable Nortel Systems
This training is applicable to customers running the following Nortel Contact Center Portfolio solutions:

  • Symposium Call Center Server (ALL Versions)
  • Symposium Express Call Center (ALL Versions)
  • Nortel Contact Center - Manager/Contact Center Manager Server (v6-7)
  • Nortel Contact Center - Express (v6)
  • Avaya Aura Contact Center (x6.x)

Prerequisites
Students taking this course should have taken Symmetrics' Introductory Report Design for Avaya Aura CC/Nortel CCM class, or have extensive knowledge and experience with Crystal Reports and AACC/CCM data.

Topics Covered
The course is broken into 2 main modules with the following key topics:

1. Advanced Crystal Report Design

  • Review: CCMS Database, Report Creation
  • Grouping Options
  • Sections
  • Fine-Tuning & Maximizing
  • Formulas
  • Crystal Reports' Capabilities
  • Parameters
  • Sub-reports
  • Cross-Tabs
  • Report Distribution and Management

2. Interactive Workshop (Available for on-site classes only)

  • The workshop component of the course is designed to solidify the knowledge gained during the formal report design courses and to allow learners to apply their knowledge to real world reporting scenarios in an open, flexible and dynamic environment.
  • Hands-on workshop led by your Symmetrics' Instructor
  • Customize existing AACC/CCMS reports to fit your needs
  • Plan, design and create "real world" reports
  • Ask questions
  • Discuss support issues
  • Discuss YOUR needs with respect to Crystal Reports and AACC/CCMS

For further information about how you can book a Symmetrics' on-site training class, email us at training@symmetrics.com or call 604.891.5570