NORTEL CCMS/SCCS Reporting Overview:
Web-delivered Seminar Series
Ensure you can leverage the reporting capabilities in Nortel Contact Center/Symposium
Symmetrics delivers this popular web-based education for customers who want to better understand and leverage the reporting capabilities within their Nortel Contact Center/Symposium 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 Nortel Contact Center/Symposium.
Winter/Spring 2008 Series
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Level |
Synopsis
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Module 1: Nortel Contact Center/Symposium Reporting Architecture*
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NEXT DATE:
Tuesday, Sept 2/08
12:30-2:00pm Central
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Beginner |
This module covers the reporting architecture in the Nortel Contact Center/Symposium client, and the CCMS/SCCS 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.
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Module 2: Nortel Contact Center/Symposium Web Client Reporting Part 1 |
NEXT DATE:
Tuesday, Sept 9/08
12:30-2:00pm Central |
Beginner/ Intermediate |
This module goes 'behind the screens' of the reporting functionality within Nortel's Contact Center Manager Server (CCMS)/Symposium Call Center Server (SCCS) or Symposium Express Call Center (SECC). The session provides an overall understanding of the reporting functionality within CCMS/SCCS 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. |
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Module 3: Nortel Contact Center/Symposium Web Client Reporting Part 2: Real Time & RCW |
NEXT DATE:
Tuesday, Sept 16/08
12:30-2:00pm Central |
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 Nortel 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.
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Module 4: Nortel Contact Center/Symposium Database |
NEXT DATE:
Tuesday, Sept 23/08
12:30-2:00pm Central |
Intermediate/ Advanced |
The CCMS/SCCS 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.
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Module 5: Crystal Reports for User-Created Reports in Nortel Contact Center/Symposium |
NEXT DATE:
Tuesday, Sept 30/08
12:30-2:00pm Central |
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. |
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* Note: This module is targeted at students who are new to Nortel Contact Center/Symposium and who have little or no experience with it or its reporting functionality. If you are already using CCMS/SCCS and its basic reporting features, this module is likely not required.
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 VISA card.
REGISTER
OR CALL 604.891.5570
