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Impacts of System Configuration on Reporting for Avaya Aura Contact Center/Nortel CCM

Impacts of System Configuration on Reporting for Avaya Aura Contact Center/Nortel CCM

Next Session
Wednesday, May 30 at 1 pm ET/10 am PT

Delivery Format/Duration
Web, 2 hours

Who Should Attend
This session is intended for call center users of Avaya Aura Contact Center (AACC)/Nortel Contact Center Manager (CCM) who are responsible for monitoring and reporting on the activity in the call centers. Typical attendees of this course include:

  • Telecom administrators
  • Reporting Specialists
  • Contact Center Managers/Supervisors
  • Contact Center Analysts

Applicable 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 (v6.x)

Prerequisites
None

Topics Covered/Description
You know how critical the role of accurate reporting is in managing your contact center operations. This new module is a must for all Avaya Aura CC/Nortel CCM customers who want to better understand the impacts and implications of system configuration on reporting within this environment.

In this instructor-led, interactive session, you will learn how the following configuration elements in your system affect reporting and what you can do within these configuration areas to ensure the accuracy and reliability of your reporting data:

  • Call flow and Scripting
  • Priorities and Call Presentation
  • Thresholds and Threshold Classes
  • Agent Properties
  • Assignments
  • Skillset Properties
  • Other Network Parameters
  • Activity Codes
  • Statistics Collection Properties

Cost

  • US $300 (for this 2 hour module)
  • An unlimited number of students may attend via a single web/audio connection
  • PAYMENT POLICY: Pre-payment will be required to confirm your spot prior to the start of the training class. Payment must be made in advance via company check or Credit Card (VISA or MASTERCARD only).

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