CC6 Supervisor Training

CC6 Supervisor Training


Course Overview

This course is designed for Supervisors who have responsibility for daily administration of CC6 via CCMA (Web Browser). It is tailored for those supervisors who additionally are responsible for managing system reports and displays.

After the Course Delegates Will Be Able To

Learning Objectives

Upon successful completion of this course, you will be able to:

Understand the system architecture.
Modify the configuration of the CC6 environment meet changing requirements
Use & understand the different CCM views available to monitor Agents
Understand Agent details
Create & amend agents
Understand Call Presentation Classes & how to apply them
Change Agent Skillset attributes
Priority Levels
Create Agent to Supervisor assignments
Create Agent to Skillset assignments
Overview of basic scripting to understand the effects that this has on statistical information
Define, run and schedule standard reports.
Create and manage standard /graphical real time displays
Understand threshold classes applicable to real time display and reports
Perform Agent login procedures

Location

Customer office

Recommended number of attendees

2 people

Course Fee

Please enquire for pricing

Booking Information

To make a booking enquiry please complete the form below and press submit:

Course name: CC6 Supervisor Training
Course ID: 17
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