Contact Center Administration

This workshop enables call center supervisors and administrators to manage and configure the call centre and its users, define access classes and data, and view real-time and historical reports through a web browser on their desktop.

Training program content

  • Scripting Overview
  • Applications
  • Script Manager
  • Script Editor
  • Validation
  • Activating Script
  • Changing an activated script
  • Deactivating a script
  • Script planning
  • Script writing process
  • Script formatting conventions
  • Commands
  • Intrinsics
  • Logical Operators
  • Section names
  • Variables
  • Practical directions and exercise
Duration: 1 day 09:30 until 17:00

Who should attend? System administrators.

Objectives

  • Have good understanding of the use of scripts
  • Gain practical tools to do the basic day-to-day maintenance of your Symposium system
  • Improve configuration of your Symposium system

Training program content

  • Reporting architecture on Symposium
  • Standard Reports
  • User defined reports
  • Report formats
  • Scheduling of reports
  • Practical directions and exercise
Duration: 1 day 09:30 until 17:00

Who should attend? Supervisors and Team leaders within a call centre.

Objectives

  • Have good understanding of the use of the reporting structure in Symposium
  • Gain practical tools to create and run Standard Reports within your Symposium system

Training program content

  • Symposium overview
  • Symposium terminology
  • Introduction to Symposium Web Client & administration
  • ACD Telephone sets
  • Agent to Supervisor assignment
  • Agent to Skillset Assignment
  • Real time Displays
  • Reporting architecture on Symposium
  • Standard Reports
  • User defined reports
  • Report formats
  • Scheduling of reports
  • Practical directions and exercise
Duration: 2 day 09:30 until 17:00

Who should attend? Supervisors and Team leaders within a call centre.

Objectives

  • Have good understanding of the use of the call flow within your call centre and reporting structure in Symposium
  • Gain practical tools to create and run Standard Real Time - and Historical Reports within your Symposium system

Symposium Express is a client/server application that provides sophisticated call routing and management information to call centres. Symposium Express is a skill based call centre whereby agents are applied to a software parameter called a Skillset depending on their knowledge and capabilities to handle the particular call centre call. Symposium Express allows agents to be applied to many skillsets thus enhancing the flexibility of the call centre.

These are the courses available for Symposium Express:

See:

  • Contact Centre Reporting
  • Contact Centre Supervisor