For Release 6.0, Contact Center - Manager (formerly called Symposium Web Client) provides a number of new features and enhancements, which means that that you can retire the Symposium Call Center Server Classic Client. With Release 6.0, all functions formerly available in the Classic Client are now available through Contact Center Manager Client, except some server monitoring functions, which are available through the Server Utility.

These are the courses available for Contact Center-Manager:

Training program content

  • Contact Center Scripting
  • Contact Center Reporting
  • Contact Center Supervisor

Others are:

  • Report Creation Wizard
  • Contact Call Recording & Quality Monitoring
  • Outbound Campaign Management Tool

Report Creation Wizard is a web-based interface in which you can create and edit reports. You can then import and schedule the reports in Historical Reporting. You can access Report Creation Wizard from the Historical Reporting component of Contact Center Manager Administration. With the introduction of Report Creation Wizard, you can now create new reports and modify these reports by launching Report Creation Wizard and navigating through its user-friendly interface.

Training program content

  • Report Wizard
  • Introduction in to Report Creation Wizard
  • Using Report Creation Wizard
  • Different Window Layouts
  • Creating Simplified Reports
  • Creating Advanced Reports
  • Practical directions and exercise
Duration: 2 days 09:30 until 17:00

Objectives

  • Have good understanding of the working structure Historical Reporting
  • Gain the tools to user create reports through Report Creation Wizard

Who should attend?

Supervisors, Team leaders and System administrators

Nortel Quality Monitoring is a powerful quality monitoring tool. By capturing agent conversations and keystrokes you gain valuable information about what is happening in your call center,  However, you can do more than observe calls, you can measure and improve the quality of those calls.

Training program content

  • Working with Quality Monitoring
  • Working with contacts
  • Managing contacts
  • Searching for contacts
  • Monitoring agents
  • Managing evaluations
  • Enterprise Reporting
Duration: 2 days 09:30 until 17:00

After completing this course you will be able to use the Quality Monitoring system to:

  • Manage contacts and contact folders
  • Review agent performance
  • Monitor agent performance
  • Evaluate agent performance

Who should attend?

Supervisors, Team leaders and System administrators

A contact center administrator or supervisor can use the Outbound Campaign Management Tool to create and monitor outbound campaigns. The Outbound Campaign Management Tool provides the following main functions; define a campaign, import call data, review outbound call data, create and preview optional agent scripts and review campaign progress.

Training program content

  • Define campaign settings
  • Define Call settings
  • Import call data
  • Administer call data
  • Modify campaigns
  • Define deposition codes
  • Practical directions and exercise
Duration: 1 days 09:30 until 17:00

Objectives

  • Have good understanding of the working structure of a call centre
  • Gain the tools to user the Outbound Campaign Management Tool to create and monitor outbound campaigns

Who should attend?

Supervisors, Team leaders and System administrators