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Reporting Overview Series for Avaya Aura Contact Center/Nortel Contact Center

Avaya Aura Contact Center/Nortel Contact Center Reporting Overview: Web-Delivered Seminar Series

Make the most of reporting capabilities in Avaya Aura Contact Center/Nortel Contact Center

Symmetrics delivers this popular web-based education for customers who want to better understand and leverage the reporting capabilities within their Avaya Aura Contact Center (AACC) and Nortel Contact Center environment.

The series consists of 5 modules, each 90 minutes in length, and is conveniently delivered via the web. Each module is designed to be taken independently and users can sign up for single modules if they choose; however, maximum value is gained when all sessions are taken in succession as a complete series. Starting with the first module, which starts at a very high level, each successive module builds on the previous, and as you proceed through them, you will be exposed to more technical detail and a deeper understanding of reporting within AACC/Nortel CCM.

Summer 2012 Series

Module 1: Avaya Aura Contact Center/Nortel Contact Center Reporting Architecture*

Summer 2012: Monday, July 9, 2012, 1:00-2:30 pm Eastern (10:00-11:30 am Pacific) 

Level: Beginner

This module covers the reporting architecture in the Avaya Aura CC/Nortel Contact Center client, and the AACC/CCM database. It is positioned as a high-level overview, and will act as a basic foundation to facilitate later modules to drill down and provide more technical, in depth information.

* Note: This module is targeted at students who are new to Avaya Aura CC/Nortel Contact Center and who have little or no experience with it or its reporting functionality. If you are already using AACC/CCM and its basic reporting features, this module is likely not required.

Module 2: Avaya Aura Contact Center/Nortel Contact Center Web Client Reporting, Part 1

Summer 2012: Wednesday, July 11, 2012, 1:00-2:30 pm Eastern (10:00-11:30 am Pacific)

Level: Beginner/ Intermediate

This module goes 'behind the screens' of the reporting functionality within Avaya Aura CC/Nortel Contact Center Manager. The session provides an overall understanding of the reporting functionality within AACC/CCMS so users can fully leverage the built-in reporting capabilities to maximize return on investment. Review of the primary standard reports and their meaning is also included. This content is for the Web client version only.

Module 3: Avaya Aura Contact Center/Nortel Contact Center Manager Web Client Reporting, Part 2 - Real Time & RCW

Summer 2012: Monday, July 16, 2012, 1:00-2:30 pm Eastern (10:00-11:30 am Pacific) 

Level: Beginner/ Intermediate

This module in the series will provide students with critical knowledge about how to better leverage two important "additional" reporting capabilities in order to augment current reporting information in your Avaya Aura/Nortel CCM call center: Real-time reporting and the Report Creation Wizard (RCW).Topics include an overview of available RT displays, customizing them to meet specific needs and how real-time data can be leveraged in dashboards and scorecards. For the RCW, you will learn about this new user-friendly interface, how you can create, maintain, and modify customized ad hoc reports, and how you can import and schedule the reports in Historical Reporting.

Module 4: Avaya Aura Contact Center/Nortel Contact Center Database

Summer 2012: Wednesday, July 18, 2012, 1:00-2:30 pm Eastern (10:00-11:30 am Pacific)

Level: Intermediate / Advanced

The AACC/CCMS Database module will help users maximize productivity and ability leverage all of the data stored in the system database to help make better strategic and tactical decisions. Students will also learn about the basic concepts of the relational database model which are needed to create effective reports using a report writing tool like Crystal Reports.

Module 5: Crystal Reports for User-Created Reports in Avaya Aura Contact Center/Nortel Contact Center

Summer 2012: Monday, July 23, 2012, 1:00-2:30 pm Eastern (10:00-11:30 am Pacific)

Level: Intermediate/ Advanced

The fifth module in the series educates students on the basics of building user created reports against CCMS/SCCS data. Students will see demonstrations of the most common features of the report-writing capability and will learn the critiucal basic steps and concepts that every report designer should follow in the report development process.

Cost

  • One 90 minute module: US $275
  • All 5 modules: US $1,250
  • An unlimited number of students may attend via a single web/audio connection, making this a cost-effective solution for training multiple users.
  • 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).nly.)

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