Who should attend:

Aimed at IT Managers, Telecoms Personnel and Call Centre Managers.

Duration:

3 Days

Location Requirements:

Amillan Training Centre.

Number of Participants:

Between 2 and 6 per session.

Methods:

l  Lectures, Guided Assignments

l  PowerPoint Presentations

l  Practical Exercises

Prerequisite:

Experience of Windows PC’s and Excel.

Programme:

l  Customisation of Navigator

l  Adjustment of Call Routing and Distribution

l  Modifying the Call Flow Parameters

l  Interpretation of pre-defined statistics

l  Overview of Limitation – CCD Applications

l  Service Status (normal,general forward blocked modes

l  Understanding the Calendar and Create special days.

l  Recording, Programming and Implementing voice guides.

l  Management of real time information

l  Management of access rights

l  Management of observation periods

l  Creation of Supervisors

l  Understanding the Wall Board

l  Object configuration from CCS – pilots,queues,groups,agents, teams, wall display

l  Creating Basic Excel Templates

l  Automation of Statistics

Click here to see the scheduled dates for this course.