Elite Contact Center and CMS for supervisors and administrators
р.
р.
Following the results of the workshop, you will be able to:
have an idea about the architecture of the Avaya Call Center Elite contact center
understand the purpose and functionality of the Elite contact center core
understand the principles of administration of contact center
facilities, understand and be able to configure the operating modes of contact center operators
understand the operation of solution components such as EAS, Single-Site, Multiple Call-Handling, Multi-Site Best Service Routing, etc
understand the purpose and tasks of Business Advocate / Service Level Maximizer
understand and be able to administer Call Vectors, Policy Routing Tables for Percentage Allocation, VDN variables, VIV
understand the possibilities of CC Elite development and its adaptation to new business processes
have an idea of the capabilities of CMS interfaces
be able to generate and interpret reports (real-time, interval and historical)
be able to create new and modify existing reports
understanding and the ability to use Report Wizard and Report Designer
Left
Right