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