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Supervisor Workshop for Nortel CCMS SCCS

Delivery Format/Duration
On-site: 2-3 days, depending on client needs

Who Should Attend
This session is intended for call center users of Contact Center Manager/Symposium, 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)
  • Nortel Contact Center - Express (v6)

Prerequisites
None

Topics Covered

CCMS/SCCS Overview

  • The role of CCMS/SCCS in the call centre and telecom infrastructure
  • How calls are routed from the Customer to a call centre rep
  • How calls are pegged for reporting at various points in the call flow
  • Impacts of custom programming on reporting and call flow
  • How to use the Nortel documentation
  • Overview of common terminology, such as: ACD-DN, CDN, TN, Application, Skillset, Queue, Priority, and more.

Contact Center Management

  • Skillsets
    • Calls in queue; Skillset options; Global skillset properties
  • User Administration
    • Types of users; Creating, editing and deleting Agents;Changing user properties including skillsets
  • Understanding Priorities
    • Call Priority versus Agent/Skillset Priority
  • Assignments
    • When to use assignments; Agent to skillset assignments; Agent to supervisor assignments; Scheduling assignments
  • Thresholds and Threshold Classes
  • Lab 1: Agent and skillset management
    • Build and delete agents (Build two new agents; Modify agent profile; Remove new agents
    • Agent to skillset assignment (Build new assignment; Schedule the assignment; Modify assignment schedule
    • Remove assignment (Review and interpret existing threshold classes)
  • Real-Time Displays and Statistics
    • Real-time statistics collection properties;Moving Window versus Interval-to-date; Appearance of statistics in real-time displays; Working with real-time displays; Customizing real-time displays; Real-time display column/field descriptions; How Thresholds influence RTDs
  • Lab 2: Real-time Displays and Statistics
    • Look up real-time statistics properties; Copy and modify real-time displays; Remove displays
  • Historical Reports and Statistics
    • Historical Statistics Collection properties; Where reports are stored; Choosing a report; Understanding the report data; Creating user defined reports; Ad hoc versus scheduling reports
  • Lab 3: Reports
    • Create and save user defined reports; Schedule & export report; Group analysis of call center performance