Overview
In this course, you learn how to access Contact Center Manager Administration (CCMA), configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors. You will learn how to configure Administrators through the multiple components of Access and Partition Management and how to bulk load data into the CCMA using the Configuration Tool. You will examine the switch interface and the acquisition of resources. You will discover different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports
Pre-Requisites
Attendees should meet the following prerequisites:
Content
We discuss the following topics:
- How It Works
- Contact Center Manager Administration Access
- Threshold Classes
- Administering Switch Resources
- Call Presentation Classes
- Skillsets
- Bulk Load Data Configuration
- Contact Center Management
- Real-Time Statistics and Formulas
- Real-Time Reporting
- Agent Desktop Display
- Historical Statistics
- Interpreting Reports
- Historical Reporting
Objectives
- After you complete this course you will be able to:
- Access Contact Center Manager Administration (CCMA)
- Configure Threshold Classes, Call Presentation Classes, Skillsets, Call Center Agents, and Call Center Supervisors
- Configure Administrators through the multiple components of Access and Partition Management
- Bulk load data into the CCMA using the Configuration Tool
- Examine the switch interface and the acquisition of resources
- Use different methods of system management, including viewing, creating, and modifying tabular and graphical real-time displays and interpreting, viewing, modifying, and scheduling standard and user-defined historical reports
Target Audience
Contact center personnel who administer and manage Avaya Aura Contact Center using Contact Center Manager Administration
Certification
Recommended preparation for exam(s):
- None recommended at this time
Follow on Courses
The following courses are recommended for further study:
Further Information
This course is also available via Virtual Classroom e-learning through Global Knowledge USA
