INSTRUCTOR LED TRAINING

885-0016-100

• Centergy System Administrator
• IT/IS Personnel
• Operations Managers
• Quality Analysts

At the end of this course, the trainee will be able to:

• Configure general call center settings
• Create and add users to Centergy Reporting
• Create and maintain user permission profiles
• Manage system resources

Centergy Reporting for Administrators is a step-by-step program designed to teach students how to configure call center settings and parameters in Centergy Reporting. Students learn the tasks needed to administer and maintain Centergy Reporting. Real-world scenarios and labs are used to simulate activities needed to ensure smooth and efficient management of the call centers.

Student Will Learn To:

• Define common statistic aliases
• Configure general call center settings, such as interval statistic time, agent messages, supervisor messages, and thresholds
• Create and add users to Centergy Reporting
• Create and maintain user permission profiles to grant and restrict access to Centergy Reporting features
• Define and create folders and sub-folders to be used in display sessions and reports
• Create standard tabular and graphical display sessions for Centergy Reporting users
• Create standard reports for Centergy Reporting users to run
• Create schedules and shifts
• Coordinate and initiate agent group moves
• Configure external interface settings
• Manage system resources

• Training room equipped with video-projector, white board, and a Pointspan PBX
• Student manuals, labs, and handouts